Job Information
Cognosante Part-time Technical Quality Analyst (Pipeline) in United States
Security Clearance required:
No clearance required
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
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 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 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.
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.
What We Offer
Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:
Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office
Compensation
$12.73 - $19.10
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 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. It 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.
What We Promise
Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.
We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).
We will never send communications through any other domain, including @cognosantecareers.com, @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
At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.
Get to know Cognosante employees
We’re driven by our customers’ missions, and measure success by how we improve lives.
We believe innovative solutions start with an innovative culture.
We believe customer understanding is the key to creating innovative solutions.
We know we are stronger together, and we value the diversity of our people.
We believe growth should be a core job benefit.
Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.
We want to recommend a couple of ways that you can report this incident and take action against these scams:
-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)
-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)
Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .