[Hiring] Emergency Response Quality Evaluator @ITCON

Role Description

We are seeking a Contact Center Quality Evaluator to be part of ITCON Services 2026 Emergency Response Contact Center Team. This is a short-term seasonal position and 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.

• 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 team's culture in a positive manner.
• Perform related work as assigned.

Qualifications

• 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.