Customer Experience Quality Strategist

Colibri Group; United States; On-site; USD 28,000 - 30,000; Full time

Job summary

Colibri Group is seeking a Customer Service Quality Professional to drive data-informed quality strategies across voice, chat, and email support. You will evaluate performance, identify trends, and influence coaching and training decisions to raise service standards.

The role emphasizes collaboration with managers and QA teammates to implement SOPs and continuous improvement initiatives that align with customer expectations and business priorities.

Qualifications

• Bachelor's degree in business, Communications, or related field is required.
• 3+ years in a fast paced customer service quality assurance or training role.
• Experience in call center or customer support environment preferred.

Responsibilities

• Quality Monitoring & Evaluation of CS interactions (calls, chats, emails).
• Score interactions against quality criteria and document findings.
• Identify trends and issues affecting customer satisfaction and efficiency.
• Collaborate with leadership to improve service quality and coaching plans.
• Maintain documentation of training activities and QA assessments.

Skills

Analytical skills

Problem solving

MS Office

Quality monitoring tools

Education

Bachelor's degree in business or related field

Tools

Quality monitoring software

CRM tools

Job description

Colibri Group is seeking a Customer Service Quality Professional to drive data-informed quality strategies across voice, chat, and email support. You will evaluate performance, identify trends, and influence coaching and training decisions to raise service standards.

The role emphasizes collaboration with managers and QA teammates to implement SOPs and continuous improvement initiatives that align with customer expectations and business priorities.