Customer Experience QA & Data Insights Analyst

Colibri Group; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Colibri Group is seeking a Customer Service Quality Professional to drive data-informed quality strategies across voice, chat, and email channels. You will focus on evaluation, trend analysis, and continuous improvement to identify skill gaps, inform coaching, and influence operational decisions.

You will collaborate with QA teams and customer service leadership to develop standards, implement coaching methods, and maintain SOPs that evolve with business needs and customer expectations.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Proficiency in MS Office and quality monitoring tools.

Responsibilities

• Quality Monitoring & Evaluation: Develop and uphold customer service quality standards; review interactions for adherence; score and document findings; identify trends and recurring issues.
• Performance Improvement: Collaborate to create strategies for improving service quality; track progress on corrective actions; maintain training documentation and coaching methods.
• Technology & Reporting: Use quality reports and trend analysis to inform business initiatives; support best practices around agent assist tools and data usage.

Skills

Analytical skills

Communication skills

MS Office

Project management

Education

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

Tools

Quality monitoring tools

Job description

Colibri Group is seeking a Customer Service Quality Professional to drive data-informed quality strategies across voice, chat, and email channels. You will focus on evaluation, trend analysis, and continuous improvement to identify skill gaps, inform coaching, and influence operational decisions.

You will collaborate with QA teams and customer service leadership to develop standards, implement coaching methods, and maintain SOPs that evolve with business needs and customer expectations.