Bi-lingual Technical Quality Analyst (JLodge) job

CognosanteMcLean, VA
Cognosante jobs

Company

Salary

Benefits

Job Description

Technical Quality Analyst Bilingual English/Spanish JLodge, a Cognosante Company, is hiring **Bilingual Technical Quality Analysts** to support our customers’ goal of improving and maintaining the performance of their technical help desk functions. The Bilingual Technical 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 Bilingual Technical Quality Analyst's home/remotely 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 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: + At least 1-2 years of experience in a position that requires independent problem-solving and reasoning in a technical setting. This may include degrees in computer science or application or help desk certifications. The best candidates will have hands-on technical help desk experience. + Demonstrated attention to detail + Demonstrated ability to multitask and toggle between computer applications to accomplish work tasks + Ability to comprehend and interpret recorded audio material + Strong interpersonal skill sets that translate into good customer service + Strong written communication skills and the ability to translate complicated technical jargon and issues into easily understood language for the layperson + Proficiency in MS Word and Excel + High school diploma or GED required. An associate’s or bachelor’s degree in a technical discipline 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 We’re on a mission to transform our country’s healthcare system. Each of our 1,700+ colleagues across the United States plays a role in transforming the lives of millions of Americans. This mission drives us - and it adds meaning to what we do, each and every day. Our passion for serving public health programs, and for engaging consumers more directly with the healthcare system, runs deep. Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create _value_ be being enterprising. We develop _innovative_ ideas and solutions. We _perform_ at our best and deliver results. We _share_ achieved results and recognitions. Cognosante was founded to address a critical gap in the health IT market the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. Experience grounds us; innovation drives us. For almost 30 years, we’ve worked to find progressive solutions to complex problems. We help state Medicaid agencies navigate healthcare reform. We provide community-based assistance to Americans as they enroll in healthcare coverage. And we dream of, design, and develop IT solutions meant to disrupt the status quo and connect the dots between patients, plans, providers, and payers. We are the best minds on health - and we’re looking to grow our team. Are you ready to make a difference in the lives of millions? Join us. **Highlighted Benefits for Full-time Employees** **•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance** Cognosante is an equal opportunity employer at . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information. **_T_** **_o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes._**
Estimated annual salary
$122,081
average
Minimum
$95,223
Maximum
$143,242
Dental InsuranceFlexible Spending Account (FSA)
401K PlanVision Insurance
Vacation & Paid Time OffHealth Insurance

Cognosante

Type

Company - Private

Size

Large

Revenue

$100M to $500M

Location

McLean, VA, and others

Industry

Computer/Internet

Founded

2008

CEO

Michele Kang

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Cloud Engineering ManagerCognosanteMc Lean, VA
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Cloud Engineering ManagerCognosanteMcLean, VA
Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisitionRead more
Technical Quality Analyst Bilingual English/Spanish JLodge, a Cognosante Company, is hiring **Bilingual Technical Quality Analysts** to support our customers’ goal of improving and maintaining theRead more
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