<div>At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,</div><div>Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,</div><div>and the community as a whole.</div><div>We have a rich and storied history. Colibri is one of the pioneers of online professional education,</div><div>introducing some of the first web-based professional education courses in 2001. Today, the company’s</div><div>family of brands are the leading online professional education platforms in their respective end-markets.</div><div>We proudly serve &gt;1 million customers annually and employ more than 1,500 mission-aligned</div><div>professionals. To learn more, please visit: <a href="http://www.colibrigroup.com" rel="nofollow ugc noopener noreferrer" target="_blank">www.colibrigroup.com</a></div><h3>Position Overview:</h3><div><br>When you join Colibri, you’ll be part of a team that’s supporting our customers from the front lines. You’ll play a vital role in enabling first call resolution in a constantly evolving industry, while using a variety of tools and technology. </div><div><br>As a Customer Service Quality Professional, you’ll play a critical role in driving data-informed quality strategies that enable Customer Service Representatives (CSRs) to deliver consistent, high-quality customer interactions across voice, chat, and email channels. This role focuses on performance evaluation, trend analysis, and continuous improvement; leveraging quality insights to identify skill gaps, inform coaching and training strategies, and influence operational decisions.</div><div> Through ongoing monitoring, analysis, and cross-functional collaboration, the Quality Analyst ensures service standards evolve alongside business needs, customer expectations, and organizational priorities.</div><h3>What You Will Do:</h3><ul><div><h3> Quality Monitoring &amp; Evaluation (40%)</h3><p> Assist in the development and upholding of customer service quality standards. </p><p>Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. </p><p>Score interactions based on established criteria and document findings accurately. </p><p>Identify trends and recurring issues impacting customer satisfaction and operational efficiency.</p><h3>Performance Improvement (40%)</h3><p>Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality.</p><p> Track progress on corrective actions and ensure continuous improvement of customer service representatives.</p><p>Maintain documentation of training activities and quality assessments for all mentees.</p><p>Implement professional coaching methodology to frame individual and group coaching sessions. </p><p>Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role.