About this role
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’sfamily 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-alignedprofessionals. 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 usage. o 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: 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. • Skills: 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