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Job Description

This is a ‘Pipeline’ posting.  When a position becomes available, a requisition will be opened, and all qualified applicants will be notified with instructions.

J. Lodge a Cognosante Company is hiring Part-time Bilingual Spanish Technical Quality Analysts to support our customers’ goal of improving and maintaining the performance of their technical help desk functions. The Technical Quality Analyst is responsible for analyzing the effectiveness of individual help desk support. To accomplish this, the Technical Quality Analyst reviews recorded help desk calls and evaluates the calls for compliance to customer policies and procedures and observable soft skills such as clear communication and empathy to the end user’s problem. Based on the review, the Technical Quality Analyst provides a concise written analysis of the interaction along with feedback and coaching recommendations to improve the help desk analyst’s performance. The Technical Quality Analyst may also provide measurements to help gauge the end user’s overall level of satisfaction with the contact event.

This is a part-time position, working remotely from the Bilingual Spanish Technical Quality Analyst's home.

A typical work week will consist of 4-hour shifts per day, Monday- Friday, between the hours of 8am – 5pm EST. Two shifts are available, 8am – 12pm EST and 1pm – 5pm EST. All employees are required to commit to work at least 20 hours per week.

Training will include 90 days of remote web-based training. You will be required to pass a proficiency test within the first 30 days of training to continue in the process. Classes will run 4-5 hours per day, Monday- Friday, anytime between the hours of 8am – 5pm EST. Breaks will be administered.

Key Responsibilities

• Audit recorded help desk calls
• Take notes during the review audit, understanding and interpreting the interaction between the caller and the help desk team member
• Analyze sessions for adherence to policies and procedures and the use of soft skills to effectively and efficiently solve issues, completing an audit form on each interaction
• Provide clear and concise written feedback on the analysis, outlining what went well, what could be improved, and coaching tips on how to improve performance
• Read from written work guidelines and apply those guidelines to the audit process

Required Qualifications

• Must be proficient in speaking, reading, and writing in English and Spanish
• 1 year experience in a position that requires independent problem-solving and reasoning.
• Customer Service knowledge
• Ability to focus on attention to detail
• Ability to comprehend and interpret recorded audio material
• Ability to multitask and toggle between computer applications to accomplish work tasks
• Strong interpersonal skillsets that translate into good customer service
• Strong written communication skills and the ability to translate call center jargon and issues into easily understood language for the lay person
• Proficiency with MS Word and Excel
• High school diploma or GED required. An associate or bachelor’s degree is highly desired

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

For these home-based positions, all candidates must have the following to be considered:

• An at-home office that is free of normal household distractions
• High-speed Internet access
• PC equipped with MS Word and Excel

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

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