Head of Quality, Training & Ai Enablement (Medellín)

We are looking for a transformational leader to own Quality, Learning, and AI Enablement across a 200+ agent general customer care operation. This is not a maintenance role. You will be expected to elevate existing QA and Training functions into strategic performance engines that directly influence CSAT, FCR, productivity, and operational scalability. You will inherit two managers and their teams, but success in this role will be measured by your ability to build world‑class frameworks, leverage AI‑driven insights, develop future leaders, and create measurable business impact.

Responsibilities

Quality Assurance

• Design and evolve QA frameworks and scorecards grounded in COPC standards.
• Build a robust quality monitoring programme across chat, email, and social with consistent calibration and statistically valid sampling.
• Own root‑cause analysis: identify systemic gaps impacting CSAT and FCR, and drive corrective action.
• Deplo...