Key Facts

Remote From:

Florida (USA)

Category: Quality Manager

Full time

English

Roles & Responsibilities

In-depth knowledge of contact center quality assurance functions
Hands-on quality evaluation experience
Strong interpersonal and analytical skills
Customer service skills

Requirements:

Maintain and develop call center quality standards
Review and complete evaluations on a subset of support agents' customer interactions
Provide meaningful feedback through weekly coaching sessions
Analyze customer service metrics and agent performance

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

We are seeking Contact Center Supervisors 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