Call Center Quality Analyst - Remote

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’s family 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-aligned professionals.

About the role

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.

Responsibilities

• Assist in the development and upholding of customer service quality standards.
• Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures.
• Score interactions based on established criteria and document findings accurately.
• Identify trends and recurring issues impacting customer satisfaction and operational efficiency.
• Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.
• Track progress on corrective actions and ensure continuous improvement of customer service representatives.
• Maintain documentation of training activities and quality assessments for all mentees.
• Implement professional coaching methodology to frame individual and group coaching sessions.
• Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role.
• 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.
• Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage.
• Make effective use of data for reporting and to influence broader business and training initiatives.

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.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Proficiency in MS Office and quality monitoring tools.
• Ability to manage multiple projects and meet deadlines.
• Attention to detail
• Coaching and mentoring
• Customer-centric mindset
• Adaptability and continuous learning