Call Center Quality Analytics & Coaching Lead

Remote DXB; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Colibri is a pioneer of online professional education, providing web-based courses since 2001. Colibri seeks a Quality Assurance and Training Specialist to review customer interactions across calls, chats, and emails, ensuring adherence to quality standards.

You will analyze trends, collaborate with managers to drive improvements, and coach teams using professional methods. In this full-time role, you will leverage quality reports and trend analysis to inform business initiatives and support

Qualifications

• 3+ years in a fast-paced QA or training role.
• Bachelor's degree in business, Communications, or related field (or equivalent).
• Experience in a call center or customer support environment.
• Strong analytical, problem-solving, and presentation abilities.
• Proficiency in MS Office and quality monitoring tools.

Responsibilities

• Review and assess customer interactions across calls, chats, and emails for adherence to quality standards and policies
• Identify trends and recurring issues impacting customer satisfaction and operational efficiency
• Collaborate with managers and stakeholders to create strategies for improving service quality
• Implement professional coaching methodology for individual and group sessions
• Leverage quality reports and trend analysis to provide data-driven recommendations for business initiatives
• Support the implementation of agent assist tools and AI quality tools

Skills

Quality Assurance

Training & Coaching

Analytical Skills

MS Office

Call Center Experience

Education

Bachelor's degree

Tools

Quality monitoring tools

Job description

Colibri is a pioneer of online professional education, providing web-based courses since 2001. Colibri seeks a Quality Assurance and Training Specialist to review customer interactions across calls, chats, and emails, ensuring adherence to quality standards.

You will analyze trends, collaborate with managers to drive improvements, and coach teams using professional methods. In this full-time role, you will leverage quality reports and trend analysis to inform business initiatives and support