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Are you looking for a part-time work-at-home job? Do you have previous customer service or technical experience? If so, Cognosante may have the perfect work-from-home opportunity for you.
This company is currently looking for Technical Quality Analysts to evaluate calls with their clients. This is a great opportunity for stay-at-home parents or anyone who wants to work from home.
So if you’re interested in learning more, keep reading.
What is Cognosante?
Cognosante is a consulting firm that specializes in helping government organizations implement new technologies. The company was founded in 2008 and is headquartered in Falls Church, Virginia.
Cognosante has worked with a number of federal agencies, including the Centers for Medicare and Medicaid Services, the Department of Defense, and the Department of Veterans Affairs.
In addition to its government work, Cognosante also provides consulting services to private companies and non-profit organizations. The company has a team of experts who are familiar with a wide range of technologies, including data analytics, cloud computing, and mobile development.
Cognosante prides itself on being able to help its clients overcome challenges and implement innovative solutions.
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This is just a general overview of the Quality Analyst position.
The Quality Analyst monitors the effectiveness of customer service by reviewing recorded calls. The QA reviews each call for compliance with customer policies and procedures and evaluates observable soft skills such as clear communication and empathy for the end user’s problem.
Based on the review, the Quality Analyst provides a concise report. The report highlights examples of very good and poor service. He or she then provides feedback and coaching in order to improve help desk analyst performance. It also contains metrics that indicate whether end users are satisfied with the contact event.
The main responsibilities of this position include:
- Auditing recorded help desk calls.
- Taking notes during review audits.
- Understanding and interpreting the interaction between the help desk team member and the caller.
- Analyzing sessions for adherence to company policies and procedures.
- Providing comprehensive written feedback.
- Outlining what was done correctly and what could be improved.
- Applying written work guidelines to each audit.
Education and Qualifications Needed
To be considered for the QA position, you must meet the following:
- Have a high school diploma or a GED.
- Excellent written and verbal communication skills.
- Must be able to comprehend and interpret recorded material.
- Have outstanding attention to detail.
- Excellent multi-tasking skills.
- Ability to quickly switch between computer applications.
- Exceptional interpersonal and customer service skills.
- Ability to understand and translate technical jargon into simple terms.
- Must be proficient in MS Office, specifically Word and Excel.
- An associate’s or bachelor’s degree in a related technical discipline is preferred but not required.
You’ll need to have a quiet, distraction-free home office in which to work. You’ll also need a PC that is equipped with MS Office or Word and Excel, along with high-speed internet service.
The typical work week will consist of four-hour shifts Monday through Friday, between the hours of 8:00 AM and 5:00 PM. There are two shifts available: 8:00 AM to 12:00 PM and 1:00 PM to 5:00 PM. All hours are based on Eastern Time Zone.
You must work at least 20 hours per week.
The training will be completed remotely, online. All training will take 90 days. You must pass a test within the first 30 days to continue in the process. Classes are 4 to 5 hours a day, five days a week, Monday through Friday, between 8:00 AM and 5:00 PM EST. Breaks will be given.
There are no state restrictions listed in the job posting, so it is unclear which states this company hires in.
It is suggested that if you’re interested in the position, no matter what state you reside, go ahead and apply. They will probably let you know if they don’t hire in your state.
Pay and Benefits
The pay for this role isn’t listed in the job posting.
Since this is a part-time position, the company may not offer any employee benefits.
Interested in Working for Cognosante?
If you’re interested in this position, you can go here to read more and apply. Make sure to type the word remote in the keyword area to view their remote positions.
The company was hiring for this position at the time of this writing. Please keep in mind you’ll need to check their website frequently if they fill the positions, so you don’t miss any openings.
View Other Companies
If you are interested in reading about more companies that hire people to work from home, you can go here. All of the companies listed hire remote employees.