Responsibilities
- Review and assess customer interactions across calls, chats, and emails for adherence to quality standards and policies
- Identify trends and recurring issues impacting customer satisfaction and operational efficiency
- Collaborate with managers and stakeholders to create strategies for improving service quality
- Implement professional coaching methodology for individual and group sessions
- Leverage quality reports and trend analysis to provide data-driven recommendations for business initiatives
- Support the implementation of agent assist tools and AI quality tools
Requirements
- 3+ years in a fast-paced customer service quality assurance or training role
- Bachelor's degree in business, Communications, or related field (or equivalent experience)
- Experience in a call center or customer support environment
- Strong analytical, problem-solving, and presentation abilities
- Proficiency in MS Office and quality monitoring tools
About the Company
Colibri is a pioneer of online professional education, providing web-based courses since 2001. The company serves over 1 million customers annually through a family of leading online professional education platforms.
#J-18808-LjbffrCall Center Quality Analyst - Remote in workfromhome at Unknown Company
- Typical pay
- $42,000–$55,750
For context, most customer service representatives earn between $42,000–$55,750 a year according to Bureau of Labor Statistics wage data. What this particular role pays is set by the employer — check the description above.
This position is listed as full time and onsite.