colibrigroup - Colibri Group - Call Center Quality Analyst - Remote
Requirements
• Education: Bachelor’s degree in business, Communications, or related field (or equivalent 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. • 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 • 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. • Core Competencies
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.
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