Call Center Quality Analyst - Remote

3 weeks, 5 days ago
Full-time
Mid Level
Quality Assurance and Testing
Colibri Group

Colibri Group

Colibri Group specializes in providing comprehensive professional learning solutions, particularly through its leading real estate schools, which empower both aspiring and seasoned real estate professionals to enhance their careers.

Diversified Consumer Services
1K-5K
Founded 1928

Description

  • Review and evaluate customer calls, chats, and emails against quality standards, policies, and procedures.
  • Score interactions accurately and document evaluation findings.
  • Identify recurring issues and trends affecting customer satisfaction and operational efficiency.
  • Collaborate with managers, supervisors, and stakeholders on service-quality improvement strategies.
  • Track corrective actions and continuous-improvement progress for customer service representatives.
  • Conduct individual and group coaching sessions using professional coaching methodologies.
  • Maintain documentation for training activities, quality assessments, and quality-assurance procedures.
  • Analyze quality reports and performance trends to provide data-driven recommendations to Customer Service leadership.
  • Support best practices for agent-assist tools, AI quality tools, data collection, and related technologies.
  • Use quality data to influence business, operational, and training initiatives.

Requirements

  • Bachelor’s degree in business, communications, or a related field, or equivalent experience.
  • 3+ years of experience in customer service quality assurance or training in a fast-paced, growing environment.
  • Experience in a call center or customer support environment preferred.
  • Strong analytical and problem-solving skills.
  • Excellent communication and presentation abilities.
  • Proficiency with Microsoft Office and quality-monitoring tools.
  • Ability to manage multiple projects and meet deadlines.
  • Strong attention to detail, coaching and mentoring abilities, and a customer-centric mindset.
  • Adaptability and commitment to continuous learning.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Quality Engineering Manager

Comfrt 1-10 Textiles, Apparel & Luxury Goods

Comfrt is seeking a Quality Engineering Manager to lead quality strategy and a QA team across its React storefront, internal applications, React Native mobile apps, and AWS serverless backend.

Appium AWS CI/CD Detox GraphQL Microservices Playwright React React Native REST API Shopify TypeScript
5 hours, 28 minutes ago

Software QA/QC Engineer - Manual, API & Automation | Remote Egypt

SSC Egypt 11-50 IT Services

Software Quality Control Engineer responsible for validating application quality, reliability, and performance through manual and automated testing while collaborating with cross-functional delivery teams.

Agile Azure Cypress JIRA Playwright Postman REST API SOAP SQL
5 hours, 28 minutes ago

Analista Mid de Certificaciones

Coforge 10K-50K IT Services

Coforge busca un Analista Mid de Certificaciones en Lima, Perú, para validar funcionalmente aplicaciones móviles Android y servicios tecnológicos, especialmente en contextos bancarios y financieros.

Azure DB2 Git JIRA JMeter Postman Scrum SQL SQL Server
1 day, 4 hours ago

Middle General QA Engineer

N-iX 1K-5K Internet Software & Services

N-iX is hiring a Middle QA Engineer to join a cross-functional Agile squad supporting a financial institution’s secure, stable, and seamless mobile banking products for millions of users.

Agile Android CI/CD ELK Stack Git GitLab CI Grafana HTTP iOS Java Jenkins JIRA JSON Kafka Kibana Kotlin Microservices OpenAPI Postman RabbitMQ REST API SOAP SQL TLS XML
2 days, 3 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers