This is a part-time position, working from the 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 recblid 9hokwwku6wrs0usnfnejb6sxhuzjij