Client Care Quality Analyst

Jobtailor; Bogotá; Presencial; COP 45.000.000 - 75.000.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a quality assurance professional to perform end-to-end reviews of customer interactions across voice, chat, email, cases, and back-office channels in Bogotá. You will support AI-enabled quality monitoring, identify defects and risks, and analyze data to reveal trends and issues for governance and improvement.

The role emphasizes clear documentation and collaboration with Operations and Leaders.

Formación

• Experience performing quality assurance, testing, risk, or control monitoring in a customer service or operations environment.
• Ability to conduct manual quality reviews and support AI-assisted quality monitoring under moderate supervision.
• Strong analytical and critical-thinking skills with the ability to identify trends, root causes, and performance gaps.
• Proficiency with Microsoft Office tools and experience navigating multiple systems and data sources.
• Ability to clearly document findings, communicate insights, and collaborate effectively with cross-functional stakeholders.

Responsabilidades

• Perform end-to-end quality reviews across voice, chat, email, case, and back-office channels.
• Support human-in-the-loop AI quality monitoring by reviewing assisted 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.

Conocimientos

Quality Assurance

AI-Enabled Quality Monitoring

Data Analysis

Microsoft Office Proficiency

Data Visualization

Herramientas

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Power BI

Tableau

Speech/Text Analytics

Assisted Scoring

Topic Mining

Descripción del empleo

• 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
• Strong analytical and critical-thinking skills with the ability to identify trends, root causes, and performance gaps
• Proficiency with Microsoft Office tools (Excel, PowerPoint, Word) and experience navigating multiple systems and data sources
• Ability to clearly document findings, communicate insights, and collaborate effectively with cross-functional stakeholders
• Preferred: Experience analyzing quality signals across both human-delivered and AI-delivered interactions
• Preferred: Proficiency with data visualization and analytics tools such as Power BI or Tableau
• Preferred: Experience translating automated quality outputs into prioritized coaching, remediation, or process improvement insights
• Preferred: Familiarity with AI-enabled quality tools, speech/text analytics, and assisted scoring methodologies

Core Competencies

Demonstrates expertise in quality assurance and risk monitoring, leveraging AI tools to analyze and improve customer interactions. Proficient in delivering actionable insights through data analysis and effective communication with cross-functional teams.

Highest-signal resume keywords

• Quality Assurance
• AI-Enabled Quality Monitoring
• Data Analysis
• Microsoft Office Proficiency
• Data Visualization

Hard Skills

• Quality Reviews
• Risk Monitoring
• Control Analysis
• Trend Identification
• Root Cause Analysis
• Performance Gap Analysis
• Documentation
• Insight Communication
• Process Improvement
• AI Scoring Methodologies

Soft Skills

• Analytical Thinking
• Critical Thinking
• CollaborationCommunication

Industry Keywords

• Customer Service
• Operations Environment
• Quality Signals
• Governance
• Performance Improvement

Tools & Technologies

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• Power BI
• Tableau
• Speech/Text Analytics
• Assisted Scoring
• Topic Mining