Emergency Response Quality Evaluator

JobDiva, Inc.; Town of Florida (NY); Remote; USD 21,000 - 34,000; Part time

Job summary

ITCON Services is seeking a Contact Center Quality Evaluator for its 2026 Emergency Response Contact Center Team. This short-term seasonal, fully remote position requires a US citizenship and a detail-oriented, communicative professional with QA experience in contact centers.

You will review agent interactions across calls, chats, and emails, provide constructive feedback, and help drive improvements in SLA, CSAT, and AHT metrics through coaching and training initiatives.

Qualifications

• Experience in contact center QA or quality evaluation.
• Knowledge of contact center KPIs (SLA, CSAT, AHT).
• Ability to provide constructive coaching based on evaluations.

Responsibilities

• Maintain and develop call center quality standards.
• Review and complete evaluations on support interactions (calls, chats, emails).
• Provide coaching feedback through weekly sessions.
• Analyze customer service metrics and impact on KPIs.
• Develop strategies to improve customer service KPIs.
• Assist agents to improve performance with specific guidance.
• Identify training needs and help onboard programs.
• Monitor performance at agent and team levels.
• Create reports on performance and KPIs.
• Report agent performance to project leadership.
• Participate in calibration sessions to ensure consistency.

Skills

Interpersonal skills

Analytical skills

Customer service

Communication skills

Multitasking

Detail oriented

Job description

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