---
title: 'Call Center Quality Analyst - Remote at Colibri Group'
canonical: 'https://feeny.ai/job/call-center-quality-analyst-remote-colibri-group-remote-xbqqtz1whftt'
type: 'job'
last_seen: '2026-10-15'
---

# Call Center Quality Analyst - Remote at Colibri Group

- **Company:** Colibri Group
- **Location:** Remote
- **Compensation:** $20–$23/hr
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-18
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.lever.co/colibrigroup/bc1998ee-c51d-4c5a-b22d-444b4246e8ec

## Job description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers, and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education, introducing some of the first web-based professional education courses in 2001. Today, the company’s family of brands are the leading online professional education platforms in their respective end-markets. We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned professionals. To learn more, please visit: www.colibrigroup.com

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. Through ongoing monitoring, analysis, and cross-functional collaboration, the Quality Analyst ensures service standards evolve alongside business needs, customer expectations, and organizational priorities.

## Key Responsibilities

- Quality Monitoring & Evaluation (40%)

o    Assist in the development and upholding of customer service quality standards. o    Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. o    Score interactions based on established criteria and document findings accurately. o    Identify trends and recurring issues impacting customer satisfaction and operational efficiency.

- Performance Improvement (40%) o    Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality. o    Track progress on corrective actions and ensure continuous improvement of customer service representatives. o    Maintain documentation of training activities and quality assessments for all mentees. o    Implement professional coaching methodology to frame individual and group coaching sessions. o    Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role.
- Technology & Reporting (20%) o    Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership. o    Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage. o    Make effective use of data for reporting and to influence broader business and training initiatives.

## Qualifications

- Education: Bachelor’s degree in business, Communications, or related field (or equivalent experience).
- Experience: o    3+ years in a fast paced and growing customer service quality assurance or training role. o    Experience in call center or customer support environment preferred.
- Skills: o    Strong analytical and problem-solving skills. o    Excellent communication and presentation abilities. o    Proficiency in MS Office and quality monitoring tools. o    Ability to manage multiple projects and meet deadlines. Core Competencies
- Attention to detail
- Coaching and mentoring
- Customer-centric mindset
- Adaptability and continuous learning

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

## About Colibri Group

## Company Overview
- **One-liner**: Colibri Group is a professional learning company that provides licensing, continuing education, test preparation, and career advancement solutions for licensed professionals across multiple regulated industries.
- **Entity Type**: Private (owned by Gridiron Capital; last PE round led by Neuberger Berman in 2023)
- **Headquarters**: St. Louis, Missouri, United States
- **Founded**: Not publicly available (earliest acquisitions date to 2016, but the company may have been formed earlier)
- **Founders**: Not publicly available

## Core Business
- Primary industry: Professional Training and Coaching (online education for licensed professionals)
- Target customers: B2B (enterprise accounts for companies and associations) and B2C (individual professionals seeking licensure, continuing education, or career advancement)
- Mission statement: “To lead people to achieve more, adapt and thrive in their careers”

## Products & Services
Colibri operates through a portfolio of 30+ brands serving specific professions:
- **Real Estate**: Licensing and continuing education (e.g., Hondros Education Group, Gold Coast Schools, ASREB)
- **Healthcare**: CE for pharmacists, nurses, nurse practitioners, physicians, and therapists (e.g., TRC Healthcare, HomeCEU, Fitzgerald Health Education Associates)
- **Accounting**: CPA Exam Review, CMA Exam Review, and CPE (Becker Professional Education)
- **Financial Services**: Securities, insurance, banking, mortgage, and wealth management licensing and CE (e.g., Securities Training Corporation, XCEL Testing Solutions, OnCourse Learning, Boston Institute of Finance)
- **Teacher Education**: Technology-centric teacher certification (TeachNow)
- **Construction**: Exam prep and continuing education (e.g., Florida Plumbing Exam Prep Instructor materials)

All offerings are delivered as online learning (SaaS/platform) with some instructor-led components.

## Market Standing
- **Valuation**: Not disclosed (private company; Gridiron Capital acquired a majority stake in 2019)
- **Key Metric**: Annual revenue of **$112.5M** (estimated) – [LinkedIn](https://linkedin.com/company/colibrigroup)
- **Notable Investors/Partners**: Gridiron Capital (majority owner), Neuberger Berman (led 2023 PE round)
- **Growth Signals**:
  - Headcount growth: **+16.7% YoY** (519 employees as of early 2026)
  - Expanded into financial services in 2025 with acquisition of Boston Institute of Finance
  - Served **15+ million professionals** to date
  - Job postings active across 15+ roles, including AI-focused positions (e.g., AI Ecommerce Product Manager, Sr. Product Manager Education, AI & Professional Development)

## Competitive Advantages
- **Deep portfolio of 30+ trusted brands** covering multiple regulated professions (real estate, healthcare, accounting, financial services, construction, teacher education) – reduces churn and creates cross-sell opportunities.
- **Established B2B relationships** with enterprise accounts (e.g., medical centers, associations) alongside a strong B2C direct-to-learner channel.
- **Early adoption of AI**: Company explicitly states it is “harnessing AI to empower learners” and is hiring for AI product and education roles.
- **Scale and reach**: Over 15 million professionals served, giving significant data and brand recognition.

## Strategic Focus
- **AI integration**: Embedding AI into learning platforms to personalize content and improve learner outcomes.
- **Portfolio expansion**: Continuing to acquire complementary brands in adjacent licensed professions (e.g., recent Boston Institute of Finance acquisition).
- **Enterprise growth**: Deepening B2B relationships with companies and associations that require bulk licensing and CE.

## Why Work Here
- **Culture & values**: Emphasizes “Love, Joy, Boldness, Teamwork, Curiosity” – a collaborative and supportive environment.
- **Work model**: Multiple location types available – remote, hybrid, and on-site (St. Louis HQ, plus offices in New York, Ormond Beach, Warren, and others). Many roles are fully remote.
- **Growth**: High YoY headcount growth and active investment in AI suggest strong career advancement opportunities for engineers, product managers, and education professionals.
- **Purpose-driven**: Mission to help professionals adapt and thrive in their careers, especially in a rapidly changing AI landscape.
- **Diversity**: Employees are distributed across 11 countries, though the majority are in the US.

## Sources
1. [colibrigroup.com](https://www.colibrigroup.com/working-at-colibri/)
2. [colibrigroup.com](https://www.colibrigroup.com/about-us/)
3. [linkedin.com](https://linkedin.com/company/colibrigroup)
4. [jobs.lever.co](https://jobs.lever.co/colibrigroup)

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