Head of Quality & Training (AI Enablement)

Location: Medellín, Colombia; Morocco, EMEA; Italy, EMEA; Bangkok, Thailand; United Kingdom; Poland; Mexico; Lisbon, Portugal; Dublin, Ireland.

Company

hirify.global operates a global, multi-market customer care organization with more than 200 agents.

What you will do

• Lead the global Quality, Training, and AI Enablement functions across a 200+ agent customer care operation.
• Design and evolve COPC-grounded QA frameworks, scorecards, calibration processes, sampling, and monitoring across chat, email, and social channels.
• Own root-cause analysis and use QA and training to improve CSAT, FCR, productivity, and operational scalability.
• Build onboarding, nesting, upskilling, remediation, LMS, playbook, certification, and competency frameworks for a multi-market, multi-language operation.
• Deploy AI-powered scoring, text analytics, sentiment analysis, copilots, real-time assistance, and AI-augmented learning paths.
• Mentor QA and Training managers, govern external BPO partners, present recommendations to senior leadership, and build roadmaps and business cases for Quality, Learning, and AI investments.

Requirements

• 8+ years of contact centre QA and/or Training experience, including 3+ years in a senior leadership role managing both functions.
• Experience operating at a scale of 200+ agents, ideally in 24/7, multi-channel, and multi-language environments.
• Deep working knowledge of COPC standards and a record of applying them to improve performance.
• Strong data and analytics capability, including building scorecards, interpreting trends, and making evidence-based decisions.
• Hands-on experience implementing AI tools for quality management and/or agent enablement.
• Experience designing and delivering new-hire and performance-based training programmes at scale.
• Experience managing or onboarding external/BPO partners from a quality and training perspective.
• Experience mentoring junior managers into capable, autonomous leaders.
• Advanced English proficiency required; Spanish is a plus.

Nice to have

• COPC certification at Registered Coordinator level or above.
• Experience in telecoms, eSIM, connectivity, or travel tech.
• Familiarity with Intercom, Zendesk, or similar CRM/helpdesk platforms.
• Experience with LMS platforms and content authoring tools.
• Six Sigma, Lean, or process improvement certification.

Culture & Benefits

• Global, multi-market, and multi-language customer care environment.
• Opportunity to lead a transformation of existing Quality and Training functions into strategic performance engines.
• Responsibility for developing future leaders and establishing continuous, data-driven learning.