We are hiring a CX Global Quality Analyst to our Business Transformation team in Brazil!
This role is to join the Customer Experience (CX) Process and Quality team, which is essential for ensuring that our interaction reflects the highest standards of service and adherence to company policies. We are the guardians of quality, providing critical insights that drive continuous improvement across our global CX operations. You will be a key player in analyzing the quality of our customer service channels.
Responsibilities
Own and execute the full cycle of quality audits on customer interactions (e.g., chat, email) to measure performance, ensure adherence to established CX standards and policies and propose opportunities based on root causes.
Drive the creation of reports and bring insights by analyzing quality data, customer experience metrics (CSAT, Quality Metrics, etc.), and operational trends to the CX teams.
Collaborate closely with CX operations, Training, and other CX supporting functions - including BPO partners - to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement.
Ensure a high standard of consistency by working with large amounts of quality data, identifying patterns, and using analytical skills to spot both excellence and areas for corrective action.
Partner with various CX teams to share best practices and actively participate in projects that aim to enhance overall end-user experience and agent performance.
Establish a strong feedback loop with BPO management to review performance, support coaching initiatives, and maintain alignment on quality objectives and operational execution.
Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.
Requirements
If you reside in São Paulo, you need to have availability to go to the office when requested.
An analytical thinker with data storytelling skills, capable of translating raw customer interaction data (from Looker, Zendesk, or similar tools) into highly actionable insights, operational trends, and strategic feedback loops.
Tech-savvy and eager to embrace AI tools; you have a forward-thinking mindset to adapt to automated quality assurance processes and focus on complex pattern analysis.
A tenacious and goal-oriented professional with prior work experience of at least 1 year in a CX Quality team.
A strong communicator both written and verbally with good knowledge in English and Portuguese - you can clearly and confidently present complex data and interact with stakeholders.
A meticulous and analytical self-starter who is able to transform raw customer interaction data into clear, actionable insights and quality improvement.
You have the ability to work both autonomously and collaborate in a team environment, managing multiple priorities and projects in a fast-paced, growing organization.
Eagerness to embrace continuous learning and stay current on industry best practices for CX quality assurance, metrics, and calibration processes.
Having experience working with BPO operations or third-party vendors will be considered a plus.
WHAT WE OFFER YOU
With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.
Our flexible benefits program allows you to customize some of the benefits, according to your needs!
Our benefits include:
WELLHUB: Free Gold+ membership with ac
Benefits
Health insuranceFlexible schedule
Additional Information
Your wellbeing, our mission. Join a company shaping a healthier world.
GET TO KNOW US
At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep-all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we're on a mission to make every company a wellness company.
We believe work should be fulfilling, inspiring, and balanced. Here, you'll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.
Join us in redefining the future of wellbeing!
Gympass · (remote), Brazil