CX Quality Analyst

CX Quality Analyst - Fraud & CX Prevention Join Wellhub as a CX Quality Analyst - Fraud & CX Prevention and help safeguard our customers while enhancing their experience. GET TO KNOW US Your wellbeing, our mission. Join a company shaping a healthier world. 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 11 countries, 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. THE OPPORTUNITY We are hiring a CX Quality Analyst - Fraud & CX Prevention to join our CX Processes and Quality team in São Paulo . This role is essential for ensuring that our interaction reflects the highest standards of service and adherence to company processes and policies. You will analyze the quality of our customer service channels and drive continuous improvement across our global CX Prevention operation. YOUR IMPACT Own and execute the full Quality Audit cycle on customer interactions to measure agent performance, ensure adherence to established CX standards and fraud policies, and drive continuous improvement by proposing opportunities based on root‑cause analysis. Drive the creation of reports and bring actionable insights by analyzing quality data, customer experience metrics (CSAT, Quality Metrics, etc.), and operational trends to the CX Prevention team. 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. Collaborate closely with CX Prevention operations, Training, and other CX supporting functions to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement. Establish a strong feedback loop with CX Prevention management to review performance, support coaching initiatives, and maintain alignment on quality objectives and operational execution. 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. 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. Who You Are A tenacious, goal‑oriented professional with previous experience in a CX Quality team. A meticulous and analytical self‑starter who excels at translating raw customer interaction data and metrics into clear, actionable insights for quality improvement. Intermediate proficiency in Excel/Google Sheets is mandatory for data manipulation and detailed reporting; SQL knowledge is a significant plus. Excellent communication and presentation skills to confidently present complex quality data and influence stakeholders across teams. A strong communicator (written and verbal) with good fluency in both English and Portuguese. You can clearly, confidently present complex quality data, interact with and influence stakeholders across various teams. Eagerness to embrace continuous learning and stay current on industry best practices for CX quality assurance, metrics, and calibration processes. You have the ability to work effectively both autonomously and collaboratively in a team environment, managing multiple priorities and projects in a fast‑paced, growing organization. Prior experience or knowledge in fraud prevention or risk quality analysis is a significant plus. We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to apply, even if they don’t match the job description 100%. For this specific role, please note that prior experience in a CX Quality team and advanced proficiency in English are mandatory requirements. 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 Benefits Include WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more Add up to three family members to your plan, ensuring access to wellness for those who matter most to you. WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on‑demand content. HEALTHCARE: Health, dental, and life insurance. FLEXIBLE WORK: As a flexible first company we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with leaders, employees define schedules that align with their time zones, team needs, and personal routines. PAID TIME OFF: Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday. PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp‑back period to return part‑time while they get settled. CAREER GROWTH: Access world‑class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success. CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Seniority level Entry level Employment type Part‑time Job function Quality Assurance Industries Wellness and Fitness Services 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. #J-18808-Ljbffr