Call Center Quality Analyst

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,introducing some of the first web-based professional education courses in 2001. Today, the company’sfamily of brands are the leading online professional education platforms in their respective end-markets.We proudly serve >1 million customers annually and employ more than 1,500 mission-alignedprofessionals. To learn more, please visit: www.colibrigroup.com

As a Customer Service Quality Professional, you’ll play a critical role in driving 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. Through ongoing monitoring, analysis, and cross-functional collaboration, the Quality Analyst ensures service standards evolve alongside business needs, customer expectations, and organizational priorities.

Key Responsibilities

•    Quality Monitoring & Evaluation (40%)

o    Assist in the development and upholding of customer service quality standards. 
o    Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. 
o    Score interactions based on established criteria and document findings accurately. 
o    Identify trends and recurring issues impacting customer satisfaction and operational efficiency.

•    Performance Improvement (40%)

o    Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.
o    Track progress on corrective actions and ensure continuous improvement of customer service representatives.
o    Maintain documentation of training activities and quality assessments for all mentees.
o    Implement professional coaching methodology to frame individual and group coaching sessions. 
o    Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role. 

•    Technology & Reporting (20%)

o    Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership.
o    Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage.  
o    Make effective use of data for reporting and to influence broader business and training initiatives. 

Qualifications

•    Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience).
•    Experience: 
o    3+ years in a fast paced and growing customer service quality assurance or training role.
o    Experience in call center or customer support environment preferred.
•    Skills: 
o    Strong analytical and problem-solving skills.
o    Excellent communication and presentation abilities.
o    Proficiency in MS Office and quality monitoring tools.
o    Ability to manage multiple projects and meet deadlines.

Core Competencies

•    Attention to detail
•    Coaching and mentoring
•    Customer-centric mindset
•    Adaptability and continuous learning

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!