Bi-lingual Quality Analyst (J.Lodge)
Full Time
Remote
$10.62 - $15.92 an hour
Posted
Job description
Security Clearance required:
Public Trust
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!
Job Description
Job Description
J.Lodge is hiring Bilingual Quality Analysts to support our customers’ goal of improving and maintaining the performance of their customer service functions. The Quality Analyst is responsible for analyzing the effectiveness of the individual customer service representative. To accomplish this, the QA reviews recorded customer service 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 Quality Analyst provides a concise written analysis of the interaction along with feedback and coaching recommendations to improve the customer service representative’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 customer service and sales calls
- Take notes during the review audit, understanding and interpreting the interaction between the caller and the customer service 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:
To be considered for this role, candidates must have the following:
- Must be proficient in speaking, reading and writing in English and Spanish
- At least 1-2 years of experience in a position that requires independent problem-solving and reasoning. The best candidates will have customer service 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 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’s or bachelor’s degree is highly desired
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
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
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.
Compensation
$10.62 - $15.92
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com
. Thank you.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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