About this Call Center Quality Analyst- Remote role at Colibrigroup
Position Overview:
When you join Colibri, you’ll be part of a team that’s supporting our customers from the front lines. You’ll play a vital role in enabling first call resolution in a constantly evolving industry, while using a variety of tools and technology.
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.
What You Will Do:
Quality Monitoring & Evaluation (40%)
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.
Performance Improvement (40%)
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.
Technology & Reporting (20%)
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.
What You Need To Succeed:
Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience).
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.
Core Competencies
Attention to detail
Coaching and mentoring
Customer-centric mindset
Adaptability and continuous learning
