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I

Contact Center Quality Evaluator

ITCON
🇺🇸 United States
Remote
1 week ago
  • calibration
1 week ago
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Not enough detail in this posting to match

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

Contact Center Quality Evaluator · ITCON

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