Customer Experience Quality Analyst & Coach

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

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.