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:

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...