Call Center Quality Analyst - Remote

Colibri Group
United States
Workplace: RemoteFull timeUSD 20 - 22.6 hourlyFunction: Quality & Regulatory (Non-Software)Experience: 3+ yearsEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Communication","Presentation","Attention to detail","Coaching and mentoring","Customer-centric mindset","Adaptability","Continuous learning","Multi-project management","Deadline management"]

Drive data-informed customer service quality strategies by monitoring and evaluating calls, chats, and emails across voice and digital channels. Analyze performance trends, identify recurring issues, and support continuous improvement through scoring, documentation, and corrective action tracking. Collaborate with managers and stakeholders to build coaching and training approaches, and use quality reports, agent assist tools, and AI quality tools to deliver actionable recommendations to Customer Service leadership.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Colibri Group
Colibri Group
19 hours ago

Call Center Quality Analyst - Remote

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Drive data-informed customer service quality strategies by monitoring and evaluating calls, chats, and emails across voice and digital channels. Analyze performance trends, identify recurring issues, and support continuous improvement through scoring, documentation, and corrective action tracking. Collaborate with managers and stakeholders to build coaching and training approaches, and use quality reports, agent assist tools, and AI quality tools to deliver actionable recommendations to Customer Service leadership.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Assist in developing and upholding customer service quality standards by reviewing calls, chats, and emails.
  • •Score interactions against established criteria and document findings accurately.
  • •Identify trends and recurring issues impacting customer satisfaction and operational efficiency.
  • •Collaborate with managers and stakeholders to create and track corrective action strategies for representatives.
  • •Use quality reports, trend analysis, and technology insights to provide data-driven recommendations for leadership, training, and operational improvements.

Pay and Benefits

Salary: USD 20 - 22.6 hourly

Key Requirements

  • •Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
  • •3+ years in customer service quality assurance or training in a fast-paced, growing environment.
  • •Experience in a call center or customer support environment is preferred.
  • •Strong analytical and problem-solving skills with attention to detail.
  • •Proficiency in MS Office and quality monitoring tools, plus excellent communication and presentation abilities.
Experience:3+ years
Education:Bachelor's in business, Communications, or related field
Skills:Analytical skillsProblem-solvingCommunicationPresentationAttention to detailCoaching and mentoringCustomer-centric mindsetAdaptabilityContinuous learningMulti-project managementDeadline management
Tech Stack:MS OfficeQuality monitoring toolsAgent assist toolsAI quality tools

Company Brief

Colibri Group
Operates a portfolio of online career-focused education brands delivering training, exam preparation, certification, and continuing education for healthcare, nursing, and allied professions to help learners enter and advance in clinical careers.
Industry: EdTech
Growth: Established Company
Headquarters: United States
Website