Customer Service Quality Analyst: Data-Driven Coach

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

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.