Call Center Quality Analyst - Remote

Colibri Group

1d•Remote

About The Position

At Colibri Group, we’re building the future of professional education. Across more than 50 professions, our trusted learning solutions help more than seven million learners build skills, earn credentials, and stay ready for what’s next. Our mission is to lead people to achieve more, adapt, and thrive in their careers. It shapes how we serve our learners and how we work with one another. Our values of Love, Joy, Boldness, Teamwork, and Curiosity guide how we collaborate, make decisions, and create meaningful impact. Learn more about Colibri Group at www.colibrigroup.com. At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers, and the community as a whole. We have a rich and storied history. Colibri is one of the pioneers of online professional education, introducing some of the first web-based professional education courses in 2001. Today, the company’s family of brands are the leading online professional education platforms in their respective end-markets. We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned professionals. To learn more, please visit: www.colibrigroup.com As a Customer Service Quality Professional, you’ll play a critical role in driving data-informed quality strategies that enable Customer Service Representatives (CSRs) to deliver consistent, high-quality customer interactions across voice, chat, and email channels. This role focuses on performance evaluation, trend analysis, and continuous improvement; leveraging quality insights to identify skill gaps, inform coaching and training strategies, and influence operational decisions. Through ongoing monitoring, analysis, and cross-functional collaboration, the Quality Analyst ensures service standards evolve alongside business needs, customer expectations, and organizational priorities.

Requirements

Bachelor’s degree in business, Communications, or related field (or equivalent experience).
3+ years in a fast paced and growing customer service quality assurance or training role.
Experience in call center or customer support environment preferred.
Strong analytical and problem-solving skills.
Excellent communication and presentation abilities.
Proficiency in MS Office and quality monitoring tools.
Ability to manage multiple projects and meet deadlines.
Attention to detail
Coaching and mentoring
Customer-centric mindset
Adaptability and continuous learning

Responsibilities

Assist in the development and upholding of customer service quality standards.
Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures.
Score interactions based on established criteria and document findings accurately.
Identify trends and recurring issues impacting customer satisfaction and operational efficiency.
Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.
Track progress on corrective actions and ensure continuous improvement of customer service representatives.
Maintain documentation of training activities and quality assessments for all mentees.
Implement professional coaching methodology to frame individual and group coaching sessions.
Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role.
Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership.
Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage.
Make effective use of data for reporting and to influence broader business and training initiatives.