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. To learn more, please visit: www.colibrigroup.com 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%)** 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 u