Senior CX Quality Manager

14 hours ago Be among the first 25 applicants

Your Wellbeing Matters. Join a Company That Cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.

• Big news: Gympass is now Wellhub We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.
  
  

THE OPPORTUNITY

We are hiring a Senior CX Quality Manager to our CX Global team in São Paulo

Our CX Quality team, part of CX Enablement, works to constantly elevate the overall customer experience by ensuring consistently high-quality interactions across all channels. We achieve this by meticulously monitoring external customer satisfaction (e.g., CSAT) and internal agent performance, providing actionable, data-driven insights to empower CX leadership, optimize operational processes, and continuously refine our quality assurance efforts for scalable growth.

This team should provide insights and recommendations to CX leadership and also other internal areas, leading actionable plans to improve customer experience towards excellence.

YOUR IMPACT

• Team Development: Manage and develop a team of CX Quality analysts & coordinators, fostering their professional growth and ensuring high performance.
• Strategic Leadership: Develop and execute a comprehensive CX quality strategy aligned with overall business objectives and customer experience goals.
• Quality Program Management: Design, implement, and manage robust quality assurance programs to guarantee continuous quality monitoring for all customer-facing operations (internal teams and third parties BPOs).
• Performance Monitoring & Analysis: Establish key performance indicators (KPIs) and metrics for CX quality. Regularly monitor, analyze, and report on quality performance, identifying trends, root causes of issues, and areas for improvement.
• Voice of the Customer Advocate: Partner with CX and other support teams to integrate customer feedback into quality processes, ensuring insights drive continuous improvement.
• Coaching & Training Support: Collaborate with training and CX operations teams to develop and deliver targeted coaching, training materials, and best practices based on quality findings to enhance agent performance and customer interactions.
• Process Improvement Mindset: Collaborate with other teams to identify and optimize inefficient or ineffective customer journeys and internal processes that impact CX quality. Champion a culture of continuous improvement and new technologies optimization.
• 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 balance.
  
  

Who You Are

• Languages: Fluent in Portuguese and English.
• Education: Bachelor's degree in a STEM field (Science, Technology, Engineering, Mathematics) or a related discipline.
• Leadership Experience: you have experience in leading and developing teams.
• Customer Experience (CX) and Quality Assurance (QA) experience: Proven experience in monitoring CX operations, with a focus on efficiency and quality improvement, including quality monitoring, calibration, and performance management.
• Analytical & Customer-Focused: You are data savvy and have experience in improving customer experiences.
• CX & Quality Expertise: Proven experience in Customer Experience (CX) with a track record of driving quantifiable improvements in key metrics like CSAT, NPS, and CES.
• Advanced Data Analysis: Highly proficient in Excel (PivotTables, Charts, statistical functions) for large, complex datasets, ensuring data quality and actionable insights.
• Familiarity with statistical concepts and experience in SQL, Looker Studio, Power BI, or Python as a plus.
• Process Improvement & Quality Methodologies: Knowledge of process improvement methodologies such as Lean Six Sigma, COPC or other quality certifications a strong advantage.
• AI Enthusiast: Eager to explore and apply Artificial Intelligence to enhance quality processes and agent performance.
• Strategic & Influential Leader: Strong leadership presence, inspiring and motivating cross-functional teams and senior stakeholders while anticipating future trends and developing long-term strategies.
• Data-driven and Analytical: Leverages a robust analytical mindset and meticulous attention to detail to interpret complex data, identify trends, and translate insights into actionable recommendations.
• Customer-Centric Advocate: Deeply dedicated to enhancing the customer experience and influencing others to prioritize customer satisfaction.
• Exceptional Communicator: Explains complex changes clearly to diverse audiences, concisely summarizing data and insights, telling compelling stories, and presenting impactful recommendations.
• Proactive Problem-Solver: Anticipates issues and implements solutions to prevent negative customer impacts. Able to turn incomplete or ambiguous inputs into clear action plans.
• Highly Collaborative: Works effectively with various teams and influences stakeholders, building strong relationships across departments.
• Adaptable & Dynamic: Thrives in fast-paced, dynamic environments and readily adapts to changing business needs and priorities.
  
  

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that proficiency in English and leadership experience are mandatory requirements.

What We Offer You

We're a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs

Our Benefits Include

WELLNESS: Health, dental, and life insurance.

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

CULTURE: An exciting and supportive atmosphere with ambitious people from around the world You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page

And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionQuality Assurance
• IndustriesWellness and Fitness Services

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