Customer Service Manager - Training/Quality Manager

Summary

Join Colibri as a Training and Quality Manager – Customer Service and enhance the performance of the customer service team through targeted training initiatives and quality assurance programs. Lead the development and implementation of training curricula and quality frameworks to ensure service excellence, improve customer satisfaction, and drive operational efficiency. This role involves leading a team of trainers and quality analysts, serving as a key business partner to senior leadership, designing and delivering training, conducting training needs analysis, creating engaging training content, and evaluating training effectiveness. You will also develop and maintain quality monitoring frameworks, provide feedback and coaching, track quality metrics, collaborate on corrective action plans, and ensure compliance. The ideal candidate is passionate about employee development, customer experience, and continuous improvement.

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

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