Call Center Quality Analyst- Remote

13 hours, 26 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 assess customer calls, chats, and emails for adherence to quality standards, policies, and procedures.
  • Score interactions and document findings accurately.
  • Identify trends and recurring issues that affect customer satisfaction and operational efficiency.
  • Collaborate with managers, supervisors, and stakeholders to improve service quality.
  • Track corrective actions and support continuous improvement for customer service representatives.
  • Maintain documentation of training activities and quality assessments for mentees.
  • Apply coaching methods in individual and group coaching sessions.
  • Work with other QA professionals to maintain standard operating procedures for the quality assurance function.
  • Use quality reports, trend analysis, and observations to identify performance risks and opportunities.
  • Support best practices for agent assist tools, AI quality tools, data collection, and technology usage.

Requirements

  • Bachelor’s degree in business, Communications, or a related field, or equivalent experience.
  • 3+ years of experience in a fast-paced and growing customer service quality assurance or training role.
  • Experience in a call center or customer support environment preferred.
  • 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.
  • Attention to detail.
  • Experience coaching and mentoring others.
  • A customer-centric mindset with adaptability and continuous learning.

Interested in this position?

Apply directly on the company website

Apply Now

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