Remote Emergency Response QA Specialist

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

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.