{"schemaVersion":"jobsearcher.job.v1","id":"4e4d1d8fa0ec87f748f79102","url":"https://jobsearcher.com/jobs/4e4d1d8fa0ec87f748f79102","canonicalUrl":"https://jobsearcher.com/jobs/4e4d1d8fa0ec87f748f79102","title":"Emergency Response Quality Advisor","description":"We are seeking Contact Center Quality Advisor to be part of ITCON Services 2026 Emergency Response Contact Center Team.\nThis is a short-term seasonal position.\nThis position is remote.\nCandidate must be a citizen of the United States.\nITCON 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.\nResponsibilities\nMaintain and develop call center quality standards.\nReview and complete evaluations on a subset of support agents customer interactions (calls, chats, email, etc.)\nAccompany evaluations with meaningful and constructive feedback through weekly coaching sessions\nAnalyze all customer service metrics (e.g., SLA, CSAT, AHT) and how the agents performance affects those KPIs\nCreate strategies to improve customer service KPIs\nHelp agents improve their performance with specific instructions and constant support\nMap the need for training and onboarding programs and initiate these projects\nMonitor customer service performance at the agent and team level\nCreate performance-related reports on a regular and ad-hoc basis\nReport a subset of support agents performance to project leadership\nLead and participate in calibration sessions to maintain consistency and drive performance improvement in internal and external evaluations\nContribute to our teams culture in a positive manner\nPerform related work as assigned\nAdditional Requirements\nRegular and reliable attendance\nStrong attention to detail and organizational skills\nMultitasking skills and ability to keep up in a fast-paced work environment\nThe ability to utilize critical thinking to complete tasks\nWarm personality with strong communication skills\nAbility to communicate clearly both written and oral\nAbility to travel if required to support customers or business operations\nWillingness to work a flexible schedule, which may include evening and weekend availability\nAbility to work after hours and weekends to deliver projects on time when necessary","company":"Itcon Services","rawCompany":"itcon services","city":"Hernando","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-08-19T15:59:12.602Z","occupations":[{"code":"19-4099.01","title":"Quality Control Analysts","slug":"quality-control-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"55-3015.00","title":"Command and Control Center Specialists","slug":"command-and-control-center-specialists"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"624230","title":"Emergency and Other Relief Services","slug":"emergency-and-other-relief-services"},{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Emergency Response Quality Advisor","description":"We are seeking Contact Center Quality Advisor to be part of ITCON Services 2026 Emergency Response Contact Center Team.\nThis is a short-term seasonal position.\nThis position is remote.\nCandidate must be a citizen of the United States.\nITCON 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.\nResponsibilities\nMaintain and develop call center quality standards.\nReview and complete evaluations on a subset of support agents customer interactions (calls, chats, email, etc.)\nAccompany evaluations with meaningful and constructive feedback through weekly coaching sessions\nAnalyze all customer service metrics (e.g., SLA, CSAT, AHT) and how the agents performance affects those KPIs\nCreate strategies to improve customer service KPIs\nHelp agents improve their performance with specific instructions and constant support\nMap the need for training and onboarding programs and initiate these projects\nMonitor customer service performance at the agent and team level\nCreate performance-related reports on a regular and ad-hoc basis\nReport a subset of support agents performance to project leadership\nLead and participate in calibration sessions to maintain consistency and drive performance improvement in internal and external evaluations\nContribute to our teams culture in a positive manner\nPerform related work as assigned\nAdditional Requirements\nRegular and reliable attendance\nStrong attention to detail and organizational skills\nMultitasking skills and ability to keep up in a fast-paced work environment\nThe ability to utilize critical thinking to complete tasks\nWarm personality with strong communication skills\nAbility to communicate clearly both written and oral\nAbility to travel if required to support customers or business operations\nWillingness to work a flexible schedule, which may include evening and weekend availability\nAbility to work after hours and weekends to deliver projects on time when necessary","datePosted":"2026-08-19T15:59:12.602Z","dateModified":"2026-08-19T15:59:12.602Z","hiringOrganization":{"@type":"Organization","name":"Itcon Services","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hernando","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"4e4d1d8fa0ec87f748f79102"},"url":"https://jobsearcher.com/jobs/4e4d1d8fa0ec87f748f79102"}}