Call Center Quality Analyst

Colibri Group

. Assist in developing and upholding customer service quality standards .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $20 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service quality assurance, including the ability to analyze quality reports, conduct coaching sessions, and implement data-driven recommendations for operational improvements. Proficient in maintaining documentation and collaborating with stakeholders to enhance service quality standards.

Highest-signal resume keywords

Quality AssuranceCoaching And MentoringData AnalysisCustomer Service StandardsMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Monitoring ToolsData-Driven RecommendationsTrend AnalysisStandard Operating Procedure DocumentationPerformance Risk Identification

Soft Skills

Analytical SkillsProblem-SolvingCommunication AbilitiesAttention To DetailAdaptability

Tools & Technologies

Agent Assist ToolsAI Quality Tools

Industry Keywords

Customer ServiceCall CenterTraining RoleContinuous ImprovementCustomer-Centric Mindset

About the role

Key responsibilities & impact

Assist in developing and upholding customer service quality standards
Review and assess calls, chats, and emails for adherence to quality standards, policies, and procedures
Score interactions using established criteria and document findings accurately
Identify trends and recurring issues affecting customer satisfaction and operational efficiency
Collaborate with managers, supervisors, and stakeholders to improve service quality
Track corrective actions and support continuous improvement of customer service representatives
Maintain documentation of training activities and quality assessments
Conduct individual and group coaching sessions using professional coaching methodology
Create and maintain standard operating procedure documentation for Quality Assurance
Analyze quality reports, trends, and observations to identify performance risks and opportunities
Translate findings into data-driven recommendations for business initiatives, operational improvements, and strategic decisions
Support best practices for agent assist tools, AI quality tools, data collection, and technology usage
Use data for reporting and to influence business and training initiatives

Requirements

What you’ll need

Bachelor’s degree in business, Communications, or related field (or equivalent experience)
3+ years in a fast paced and growing customer service quality assurance or training role
Experience in 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
Coaching and mentoring
Customer-centric mindset
Adaptability and continuous learning