Call Center Quality Analyst

About Colibri

Colibri Group is a long-established leader in online professional education, with roots dating back to 2001 when it helped launch some of the earliest web-based courses for professionals. Its brands now serve their own market segments as top online education platforms, supporting over 1 million customers each year and employing more than 1,500 purpose-driven team members. The company’s culture is centered on Love, Joy, Boldness, Teamwork, and Curiosity, which shape how the team works with customers, colleagues, and the wider community.

Role Overview

This remote position is part of the customer-facing support organization and focuses on improving the quality and consistency of service across voice, chat, and email interactions. The Quality Analyst will use evaluation, trend analysis, coaching insights, and cross-functional collaboration to strengthen customer experience, support first-call resolution, and help shape service standards as the business evolves.

Key Duties

• Help define, reinforce, and maintain customer service quality benchmarks.
• Review customer contacts across calls, chats, and emails to confirm alignment with policies, procedures, and service standards.
• Rate interactions using established scorecards and record observations with accuracy.
• Spot recurring patterns and root causes that affect customer satisfaction and service efficiency.
• Partner with managers, supervisors, and other stakeholders to build action plans that raise service quality.
• Monitor follow-through on corrective actions and support ongoing improvement for customer service representatives.
• Keep clear records of training activity and quality reviews for assigned mentees.
• Use coaching techniques to lead both one-on-one and group coaching conversations.
• Collaborate with other QA team members to build and maintain standard operating procedures for the quality assurance function.
• Use quality dashboards, trend reviews, and direct observations to identify risks and improvement opportunities.
• Turn findings into practical recommendations that support operational changes, business initiatives, and leadership decisions.
• Support adoption of agent-assist solutions, AI-based quality tools, data capture practices, and other technology enhancements.
• Use reporting and data insights to influence broader training and business improvement efforts.

Requirements

• Bachelor’s degree in business, communications, or a related discipline; equivalent work experience may be considered.
• At least 3 years of experience in a fast-moving customer service quality assurance or training environment.
• Experience in a call center or customer support setting is preferred.
• Strong analytical thinking and problem-solving ability.
• Clear communication and presentation skills.
• Working knowledge of MS Office and quality monitoring software.
• Ability to handle several priorities at once and meet deadlines.
• Strong attention to detail, mentoring capability, a customer-first mindset, and comfort with change and continuous learning.

Additional Information

Colibri encourages candidates from all backgrounds and experiences to apply. The company notes that applicants do not need to match every listed qualification exactly; if you are interested in the role and believe you can contribute, you are encouraged to apply. Colibri also states that it may use AI tools to assist with parts of the hiring process, such as application review, resume analysis, and identifying possible inconsistencies or verification signals. These tools support recruiters but do not replace human judgment, and final hiring decisions are made by people.