Technical Quality Analyst (JLodge)

Cognosante

Mc Lean, VA 22106

Posted 1 week ago

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._**


We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.


At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.


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. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.


Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.


Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create _value_ by being enterprising. We develop _innovative_ ideas and solutions. We _perform_ at our best and deliver results. We _share_ achieved results and recognitions.


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 (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . 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 jobs@cognosante.com . 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 jobs@cognosante.com 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._**


COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!


**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.



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