Call Center Quality Analyst - Remote

Remote; San Francisco (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

Colibri, a pioneer in online professional education, seeks a Customer Service Quality Professional to drive data-informed quality strategies across voice, chat, and email. You will evaluate performance, identify skill gaps, and shape coaching and training programs to raise service standards.

The role emphasizes trend analysis, cross‑functional collaboration, and continuous improvement to align QA with customer expectations and business priorities.

Qualifications

• 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.

Responsibilities

• Quality Monitoring & Evaluation: Assist in developing and upholding customer service quality standards.
• Quality Monitoring & Evaluation: Review calls, chats, and emails for adherence to quality standards.
• Quality Monitoring & Evaluation: Score interactions and document findings accurately.
• Quality Monitoring & Evaluation: Identify trends impacting customer satisfaction and efficiency.
• Performance Improvement: Collaborate with managers to create strategies for improving service quality.
• Performance Improvement: Track progress on corrective actions and drive continuous improvement.
• Performance Improvement: Maintain documentation of training activities and quality assessments.
• Performance Improvement: Implement coaching methodology for individual and group sessions.
• Performance Improvement: Maintain SOP documentation for QA role.
• Technology & Reporting: Use quality reports and trend analysis to inform decisions.
• Technology & Reporting: Support best practices around agent assist tools and AI quality tools.
• Technology & Reporting: Leverage data for reporting and training initiatives.

Skills

Analytical skills

Communication skills

MS Office proficiency

Project management

Education

Bachelor’s degree in business, Communications, or related field

Tools

Quality monitoring tools

Job description

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%)

  • 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.

• Performance Improvement (40%)

  • 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.

• Technology & Reporting (20%)

  • 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.

Qualifications

• Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience).

• 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.

• Skills:

  • 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.

Core Competencies

• Attention to detail

• Coaching and mentoring

• Customer-centric mindset

• Adaptability and continuous learning