Cx Global Quality Analyst

**GET TO KNOW US**
Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.
**THE OPPORTUNITY**:
We're looking for a talented **CX Global Quality Analyst** to join our **Customer Experience** team in **São Paulo, Brazil**
To be known by our CX partners as trusted and knowledgeable that will support them with consistent insights and standardized quality processes aconsultants cross regions.
**YOUR IMPACT**
- Perform quality audits, monitoring, and data analysis across multiple regions, channels, and tribes as a domain expert to identify critical errors and continuous improvement opportunities;
- Conduct root cause data analysis to identify trends and issues, develop recommendations for resolution, and track the effectiveness of action plans;
- Remain up to date on key workflow changes, operational guidelines, and policies. Identify and recommend improvements to policies, processes, agent performance, systems, and products;
- Participate in special projects, audits, and process improvements in support of quality assurance initiatives;
- Provide recommendations about the best levers to improve Quality, considering potential impact on key metrics, costs, etc;
- Lead calibration sessions with our internal team and also with our BPO;
- Act as a liaison with our training team by providing inputs based on the identified gaps;
- Conduct other duties as assigned;
- 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**:
- Bachelor's degree in statistics, mathematics, information management, or a similar area;
- Previous and relevant working experience in Quality Assurance in CX-related areas;
- Advanced English skills (mandatory). You will be tested. Advanced Spanish skills are a plus;
- Advanced knowledge in Excel and Sheets (Spreadsheets, graphics, statistical tools).
- You are data-driven and have analytical skills with excellent organizational skills;
- You are detail-oriented and have a problem-solving mindset with time management skills;
- You have the ability to execute within timelines, under conditions of multiple deadlines and changing priorities. Highly self-driven and results-oriented;
- You have great written communication skills (Portuguese and English): you can concisely summarize data and insights, tell a story, and present recommendations;
- COPC knowledge is a plus.
- Experience in a BPO / Call Center/Customer Support environment (in a tech company is a plus).
**WHAT WE OFFER YOU (Latam)**:
We're a wellness company that is committed to the health and well-being 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**: Choose when and where you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. 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**:We understand that together, Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
**GYMPASS**: We believe in our mission and encourage our employees and their families to find their passion 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.
100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation
**CAREER GROWTH**: Outstanding opportunities for personal and career growth.

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