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Call Center Quality Analyst - Remote

Colibri Group· Shared Services – Customer Service
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Remote$20/hr - $22.6/hrFull-timePosted 4w ago

About the role

Customer Service Quality Professional focused on data-informed quality strategies to enable CSRs to deliver high-quality interactions across voice, chat, and email, with emphasis on performance evaluation, trend analysis, and continuous improvement.

Responsibilities

  • Quality Monitoring & Evaluation (40%): Assist in development and upholding 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 (40%): 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 with QA peers to maintain SOP documentation regarding the QA role.
  • Technology & Reporting (20%): Leverage quality reports, trend analysis, and observations to identify performance risks and opportunities; Translate findings into data-driven recommendations for business initiatives; Support efforts to implement 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.

Qualifications

  • 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.

Skills

Required:Analytical skillsCommunicationMS Office
Last updated Oct 21, 2026. Interested? Apply on the company site.

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