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.

What you will do

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.
- Deploy AI‑powered quality tools (automated scoring, text analytics, sentiment analysis) to increase QA coverage and insight depth.




- Create a competency framework covering all customer‑facing roles and career paths.
- Design leadership development programmes for Team Leaders and Managers.
- Drive a culture of continuous learning through data‑driven coaching and AI‑enhanced learning experiences.

Training & Development
- Own the full training lifecycle: new‑hire onboarding, nesting, ongoing upskilling, and targeted remediation based on performance data.
- Build scalable training infrastructure (LMS, playbooks, certifications) for a multi‑market, multi‑language operation.
- Integrate AI into the agent experience — including AI copilots, real‑time assist tools, and AI‑augmented learning paths — and ensure agents are trained to work effectively alongside these tools.
- Measure training effectiveness (speed‑to‑competency, post‑training CSAT lift, knowledge retention) and iterate.
- Create a competency framework covering all customer‑facing roles

📌 Head of Quality, Training (Medellín)
🏢 Holafly
📍 Medellín