Contact Center 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