Customer Service Manager - Training/Quality Manager

Company Information

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.

Colibri Values: Love, Joy, Boldness, Teamwork, Curiosity.

Website: www.colibrigroup.com

Position Overview

The Training and Quality Manager – Customer Service is responsible for enhancing the performance of the customer service team through targeted training initiatives and quality assurance programs. This role leads the development and implementation of training curricula and quality frameworks that ensure service excellence, improve customer satisfaction, and drive operational efficiency. The ideal candidate is passionate about employee development, customer experience, and continuous improvement.

• Location Type: [Not Specified]
• Job Type: Full Time
• Salary: [Not Specified]

Responsibilities

• Lead a team of trainers and quality analysts to deliver impactful programs across all customer service touchpoints.
• Serve as a key business partner and peer to senior leadership, providing insights and recommendations based on training effectiveness and quality metrics.
• Design and deliver onboarding, product, system, and soft skills training for customer service agents.
• Conduct regular training needs analysis based on performance data and business goals.
• Create engaging training content including manuals, e-learning modules, role-plays, and simulations.
• Partner with team leaders and supervisors to support ongoing coaching and knowledge refreshers.
• Maintain training schedules and ensure timely delivery across teams and shifts.
• Evaluate training effectiveness using feedback, assessments, and KPIs.
• Develop and maintain quality monitoring frameworks aligned with customer service standards.
• Provide actionable feedback and coaching based on quality evaluations.
• Track quality metrics such as CSAT, FCR, NPS, and AHT to identify trends and areas for improvement.
• Collaborate with leadership to implement corrective action plans and recognize high performers.
• Ensure compliance with customer privacy, regulatory, and brand standards.

Requirements

• Bachelor’s degree in Business, Communications, Human Resources, or a related field, or equivalent job experience.
• 5+ years of experience in customer service, including 2+ years in a training or quality management role.
• Solid knowledge of contact center operations, metrics, and technologies.
• Experience with quality monitoring tools (Balto) and Telephone Systems (Five9).
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational and analytical skills with attention to detail.

Application Instructions

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. 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.