[Hiring] Call Center Quality Analyst @Colibri Group

Role Description

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%)
  • 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.

Qualifications

• 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

Company Description

Colibri Group is an equal opportunity employer. We make employment decisions based on job-related qualifications, merit, and business needs without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

If you need a reasonable accommodation to complete your application or participate in the hiring process, please contact Human Resources. Please indicate that your request is related to an employment application and include the position title.