Call Center Quality Analyst - Remote

Colibrigroup; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Colibri Group in the United States is seeking a Customer Service Quality Professional to drive 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.

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.
• Strong analytical and problem‑solving skills.

Responsibilities

• Quality Monitoring & Evaluation: Assist in developing and upholding customer service quality standards; review interactions for adherence; score and document findings; identify trends and issues.
• Performance Improvement: Collaborate with managers to create strategies for improving service quality; track corrective actions; document training activities and coaching sessions.
• Technology & Reporting: Leverage quality reports and observations to identify risks and opportunities; translate findings into data‑driven recommendations; support best practices for agent tools and data usage.

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. 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

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process.

We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success.