Call Center Quality Analyst

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Colibri Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤝 B2B

💸 Finance

Education • B2B • Finance

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

• Quality Monitoring & Evaluation: 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: 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: 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. Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage. Make effective use of data for reporting and to influence broader business and training initiatives.

🎯 Requirements

• Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience). • 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. • Skills: 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. • Core Competencies: Attention to detail, Coaching and mentoring, Customer-centric mindset, Adaptability and continuous learning.