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### **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. Through ongoing monitoring, analysis, and cross\-functional collaboration, the Quality Analyst ensures service standards evolve alongside business needs, customer expectations, and organizational priorities. ### **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