Emergency Response Quality Advisor
Listed on 2026-07-17
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Customer Service/HelpDesk
Customer Service Rep, Call Center / Support, HelpDesk/Support, Customer Success Mgr./ CSM
Contact Center Quality Advisor
We are seeking a Contact Center Quality Advisor 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
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