Call Center Quality Analyst

🔥 14 minutes ago

🇺🇸 United States – Remote

💵 $20 - $22 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Colibri Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Colibri Group is a leader in the field of professional education, dedicated to helping individuals advance and adapt in their careers. The company provides first-class learning experiences tailored to various professions, including real estate, healthcare, financial services, teaching, valuation, and accounting. Colibri Group prides itself on a holistic approach to professional learning, offering engaging educational programs, mentorship opportunities, and resources that align with the interests and goals of its students. Through its programs, Colibri Group empowers millions of professionals to achieve their career objectives and thrive in various industries.

📋 Description

• Assist in developing and upholding customer service quality standards • Review and assess calls, chats, and emails for adherence to quality standards, policies, and procedures • Score interactions using established criteria and document findings accurately • Identify trends and recurring issues affecting customer satisfaction and operational efficiency • Collaborate with managers, supervisors, and stakeholders to improve service quality • Track corrective actions and support continuous improvement of customer service representatives • Maintain documentation of training activities and quality assessments • Conduct individual and group coaching sessions using professional coaching methodology • Create and maintain standard operating procedure documentation for Quality Assurance • Analyze quality reports, trends, and observations to identify performance risks and opportunities • Translate findings into data-driven recommendations for business initiatives, operational improvements, and strategic decisions • Support best practices for agent assist tools, AI quality tools, data collection, and technology usage • Use data for reporting and to influence business and training initiatives

🎯 Requirements

• Bachelor’s degree in business, Communications, or related field (or equivalent 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 • 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 • Attention to detail • Coaching and mentoring • Customer-centric mindset • Adaptability and continuous learning