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Job Description
JLodge is hiring Technical Quality Analysts to support our customers’ goal of improving and maintaining the performance of their technical help desk functions. The Quality Analyst is responsible for analyzing the effectiveness of individual help desk support. To accomplish this, the QA reviews recorded help desk calls and evaluate 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 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 QA 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 from the Quality Analyst’s home/remotely.
A typical workweek will consist of 4-hour shifts per day, Monday- Friday, between the hours of 8am – 5pm EST. Two shifts are available, 8am – 12pm and 1pm – 5pm (all times based on Eastern Time Zone). All employees are required to commit to at least 20 hours per week.
Training will be 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 on 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
To be considered for this role, candidates must have the following:
High school diploma or GED required. An associate’s or bachelor’s degree in a technical discipline
Candidates that do not meet the required qualifications will not be considered.
Quick tips on virtual hiring success:
Test your tech—make sure your internet connection and video conferencing program are both working prior to your interview.
Dress appropriately—dress for success and ensure your surroundings are tidy.
Be prepared—do your homework, rehearse your responses to key interview questions, and prepare your own questions.
Be personable—make eye-contact, smile often, and demonstrate enthusiasm for the role.
Remove distractions—engage with the interviewer by removing all distractions, including your smartphone.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.