Emergency Response Quality Evaluator

We are seeking Contact Center Quality Evaluator to be part of ITCON Services 2026 Emergency Response Contact Center Team.

• This is a short-term seasonal position.
• This position is remote.
• Candidate must be a citizen of the United States.

ITCON Services has a service-oriented culture with a focus on our customer needs and responding to them quickly and efficiently. We are looking for a reliable individual that is open minded, innovative and can quickly grasp ITCON's core business along with common industry practices. Ideally, you bring in-depth knowledge of contact center quality assurance (QA) functions with a mix of hands-on quality evaluation experience and strong interpersonal, analytical, and customer service skills.
Responsibilities

• Maintain and develop call center quality standards.
• Review and complete evaluations on a subset of support agents customer interactions (calls, chats, email, etc.)
• Accompany evaluations with meaningful and constructive feedback through weekly coaching sessions
• Analyze all customer service metrics (e.g., SLA, CSAT, AHT) and how the agents performance affects those KPIs
• Create strategies to improve customer service KPIs
• Help agents improve their performance with specific instructions and constant support
• Map the need for training and onboarding programs and initiate these projects
• Monitor customer service performance at the agent and team level
• Create performance-related reports on a regular and ad-hoc basis
• Report a subset of support agents performance to project leadership
• Lead and participate in calibration sessions to maintain consistency and drive performance improvement in internal and external evaluations
• Contribute to our teams culture in a positive manner
• Perform related work as assigned

Additional Requirements

• Regular and reliable attendance
• Strong attention to detail and organizational skills
• Multitasking skills and ability to keep up in a fast-paced work environment
• The ability to utilize critical thinking to complete tasks
• Warm personality with strong communication skills
• Ability to communicate clearly both written and oral
• Ability to travel if required to support customers or business operations
• Willingness to work a flexible schedule, which may include evening and weekend availability
• Ability to work after hours and weekends to deliver projects on time when necessary