Customer Service Manager – Training & Quality Manager at Colibri Group (Remote)

About the Role

• Job Title: Customer Service Manager – Training & Quality Manager

• Company: Colibri Group

• Job Type: Full-Time, Remote

• Location: Remote 

• Experience Level: Mid-Level (approx. 5+ years)

Introduction: Make Every Interaction Count

Imagine a role where your work not only shapes how people learn, but also how a company builds trust through meaningful interactions. As the Customer Service Manager – Training & Quality Manager at Colibri Group, you'll be the architect behind exceptional customer experiences, overseeing how teams are trained, how quality is guaranteed, and how success is measured.

If you're someone who thrives on coaching others, building quality frameworks, and ensuring that customer interactions reflect brand excellence—this is where your leadership shines.

About Colibri Group: Building Future-Ready Professionals

With roots reaching back to 2001, Colibri Group is a pioneer in professional online education. Offering specialized learning programs across industries such as real estate, healthcare, financial services, valuation, and teacher training, they support over 1 million professionals annually with a 1,500+ strong mission-driven team. Guided by culture values—Love, Joy, Boldness, Teamwork, and Curiosity—Colibri’s training is about empowering enough to shape careers long-term.

Role Overview: Your Mission in the Organization

Your core mandate:

• Design and lead training curricula—ensuring every customer service employee receives the knowledge and skills needed for success (product, systems, soft skills).

• Implement and monitor quality assurance programs—tracking metrics like CSAT, FCR, NPS, and AHT to measure excellence.

• Coach and develop the customer service team, ensuring continuous improvements and upholding company standards.

• Partner with senior leadership—offering insights that shape strategy and operational effectiveness.

Day-to-Day Responsibilities: Elevate Standards Every Day

A tangible breakdown of your daily life:

• Lead a training squad: Oversee trainers and quality analysts, ensuring they have clear guidance and impactful content to share.

• Develop training programs: Custom e-modules, role-play sequences, refined onboarding processes, and clear skill refreshers.

• Assess learning outcomes: Use assessments and feedback loops to measure effectiveness—and pivot quickly to improve offerings.

• Maintain quality frameworks: Develop tools for monitoring service, coaching for improvement, and recognizing high-performing agents.

• Data-driven insights: Analyze trends in customer service KPIs and recommend actionable enhancements.

What You’ll Need to Succeed: Perfect Fit Profile

To excel here:

• Bachelor’s degree in Business, Communications, Human Resources, or equivalent experience.

• 5+ years in customer service, with at least 2 years in training or quality management.

• Experience with contact center metrics and tools (e.g., Balto for quality monitoring, Five9 for telephony).

• Strong presentation, communication, and interpersonal skills.

• Organized, analytical mindset with a keen eye for detail. 

Why This Role Is Game-Changing

• You elevate standards—not just train employees, but create a culture of excellence.

• Direct impact on service—from onboarding to quality checks, you shape consistency and customer satisfaction.

• Growth and visibility—partnering with leadership and influencing strategy gives you a real voice.

• Unified mission—careers and outcomes matter here; you're part of building the future of professional education. 

How to Stand Out in Your Application

Here’s how you shine:

• Showcase programs or trainings you created—what was the goal and the results?

• Highlight KPIs you moved—like improved CSAT scores or lowered average handling time.

• Discuss your experience with tools like Balto or Five9 (if not direct, mention similar monitoring systems).

• Demonstrate agility—maybe you redesigned training post-remote shift or led change during a product rollout.

• Align with culture—Colibri values curiosity, teamwork, and boldness. Show it in your examples.

Interview Prep: Bring Strategy and Empathy

Expect questions like:

"How did your training programs move the needle on customer satisfaction?"

"Tell us about a time you used quality data to coach performance upwards."

"What’s your approach to building effective role-play simulations for support teams?"

Frame answers in a structure: Context → Action → Result—make it human and strategic.

90-Day Plan: Build Momentum from Day One

Days 1–30:

Learn existing frameworks.

Shadow trainers and agents.

Review data dashboards and coaching methodology.

Days 31–60:

Begin curriculum updates.

Launch pilot soft-skill workshops.

Start tracking baseline KPIs.

Days 61–90:

Scale training initiatives.

Institute a coaching cadences with supervisors.

Measure early impact—like QA score improvements or reduced call friction.

Common Pitfalls to Avoid

• One-size-fits-all training fails—customization is key.

• Skipping feedback cycles means missing what actually helps teams improve.

• Ignoring quality data—trend patterns will show where to coach early.

• Low visibility—ensure leadership sees and values training outcomes.

Application Checklist

Tailor your CV—focus on training leadership, QA frameworks, metrics improvements.

Write a culture-fit cover letter that references Colibri’s values and your alignment.

Prepare hard data—maybe you raised CSAT by 15%, led a team of trainers, or implemented new tools.

Be ready for strategic questions and a short presentation on a training plan.

Final Thoughts

If you're passionate about employee development, process excellence, and data-driven coaching—this role at Colibri Group is your opportunity to lead with impact. You’ll be more than a manager—you’ll power service evolution.

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