Call Center Quality Analyst - Remote

10 hours, 49 minutes 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

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