Call Center Quality Analyst - Remote

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.

 

Key Responsibilities

•    Quality Monitoring & Evaluation (40%)

o    Assist in the development and upholding of customer service quality standards. 
o    Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. 
o    Score interactions based on established criteria and document findings accurately. 
o    Identify trends and recurring issues impacting customer satisfaction and operational efficiency.

•    Performance Improvement (40%)

o    Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.
o    Track progress on corrective actions and ensure continuous improvement of customer service representatives.
o    Maintain documentation of training activities and quality assessments for all mentees.
o    Implement professional coaching methodology to frame individual and group coaching sessions. 
o    Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role. 

•    Technology & Reporting (20%)

o    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.
o    Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage.  
o    Make effective use of data for reporting and to influence broader business and training initiatives. 

Qualifications

•    Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience).
•    Experience: 
o    3+ years in a fast paced and growing customer service quality assurance or training role.
o    Experience in call center or customer support environment preferred.
•    Skills: 
o    Strong analytical and problem-solving skills.
o    Excellent communication and presentation abilities.
o    Proficiency in MS Office and quality monitoring tools.
o    Ability to manage multiple projects and meet deadlines.

Core Competencies

•    Attention to detail
•    Coaching and mentoring
•    Customer-centric mindset
•    Adaptability and continuous learning