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.
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Maintain and develop call center quality standards.
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Review and complete evaluations on a subset of support agents’ customer interactions (calls, chats, email, etc.)
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Accompany evaluations with meaningful and constructive feedback through weekly coaching sessions
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Analyze all customer service metrics (e.g., SLA, CSAT, AHT) and how the agents’ performance affects those KPIs
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Create strategies to improve customer service KPIs
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Help agents improve their performance with specific instructions and constant support
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Map the need for training and onboarding programs and initiate these projects
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Monitor customer service performance at the agent and team level
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Create performance-related reports on a regular and ad-hoc basis
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Report a subset of support agents’ performance to project leadership
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Lead and participate in calibration sessions to maintain consistency and drive performance improvement in internal and external evaluations
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Contribute to our team’s culture in a positive manner
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Perform related work as assigned
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Regular and reliable attendance
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Strong attention to detail and organizational skills
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Multitasking skills and ability to keep up in a fast-paced work environment
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The ability to utilize critical thinking to complete tasks
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Warm personality with strong communication skills
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Ability to communicate clearly both written and oral
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Ability to travel if required to support customers or business operations
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Ability to work after hours and weekends to deliver projects on time when necessary
At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.
This opening is for a full-time salaried remote position. Applicant must be a permanent resident or citizen of the United States.
