Skills
Call Center Quality Assurance
Customer Support Evaluation
Performance Coaching
About the Role
Colibri is looking for a Call Center Quality Analyst to help ensure our customer support interactions are consistent, accurate, and aligned with our standards. You’ll join a team that supports customers every day while reflecting our values of Love, Joy, Boldness, Teamwork, and Curiosity.
Responsibilities
- Evaluate customer calls and support interactions against established quality criteria
- Identify trends in performance and coaching opportunities
- Provide actionable feedback to improve customer experience and service quality
- Document findings and help maintain quality reporting and tracking
- Partner with operations and training teams to support continuous improvement
Requirements
- Experience in call center quality assurance, QA, or a similar customer support evaluation role
- Strong attention to detail and ability to assess interactions objectively
- Excellent communication skills for delivering clear, constructive feedback
- Comfort working with performance metrics and QA documentation
Benefits
- Join a mission-driven organization serving over one million customers annually
- Support a collaborative culture built on shared values
- Remote work opportunity
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