- Perform end-to-end quality reviews of customer interactions across voice, chat, email, case, and back-office channels
- Support human-in-the-loop AI quality monitoring by reviewing assisted and automated scoring outputs and providing structured feedback
- Identify quality defects, compliance risks, behavioral gaps, and control failures through manual and AI-enabled analysis
- Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes
- Translate quality and control findings into measurable business impact by connecting defects to process, policy, or behavioral drivers
- Compile, analyze, and deliver regular quality, risk, and performance reporting to Client Care leadership using dashboards and visual analytics
- Partner with Operations, Training, and Functional Leaders to co-design targeted improvement actions
- Lead and participate in calibration sessions, governance forums, and quality consistency reviews across teams, vendors, and AI models
- Serve as a trusted quality and risk advisor,



influencing decisions, remediation priorities, and performance improvement strategies without direct people management
- Leverage AI tools such as Copilot, assisted scoring, topic mining, and speech/text analytics while validating outputs for accuracy and defensibility
- Identify gaps in Auto/AI scoring and support governance efforts to improve model signal fidelity and exception handling
- Apply AI-driven quality signals to prioritize high-risk interactions and focus remediation efforts
- Synthesize complex findings into clear, audience-specific narratives and deliver concise insight briefs and executive-ready materials

Requirements
- Experience performing quality assurance, testing, risk, or control monitoring activities in a customer service or operations environment
- Demonstrated ability to conduct manual quality reviews and support AI-assisted quality monitoring under moderate supervision
- Str

📌 Client Care Quality Analyst (Bogotá)
🏢 Jobtailor
📍 Bogotá