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Cx Global Quality Analyst
3 meses atrás
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.
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 are hiring a
CX Global Quality Analyst to our
Customer Experience team in
São Paulo
To be known by our CX partners as trusted and knowledgeable consultants that will support them with consistent insights and standardized quality processes across 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 effectiveness of action plans;
- Remain up to date on key workflow changes, operational guidelines, and policies;
- Identify and recommend improvements to policies, processes, agents performance, systems, and products;
- Participates in special projects, audits and process improvements in support of quality assurance initiatives;
- 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;
- Conducts other duties as assigned.
WHO YOU ARE:
- Previous relevant working experience in Quality Assurance;
- Bachelor's degree in statistics, mathematics, information management or similar area;
- Advanced English skills (mandatory);
- Experience in a BPO / Call Center/Customer Support environment (in a tech company is a plus);
- Good computer skills (word processing, spreadsheets, graphics, statistical tools);
- COPC knowledge is a plus;
- Strong written communication skills (Portuguese and English): you can concisely summarize data and insights, tell a story, and present recommendations;
- Problem Solving skills you are able to turn incomplete or ambiguous inputs into action plans;
- Ability to execute within timelines, under conditions of multiple deadlines and changing priorities;
- Excellent organizational, time and project management skills;
- Strong attention to detail, highly selfdriven and results oriented.
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.
- (If the role doesn't offer flexible location: delete the sentence "Choose when and where you work", indicate where the person needs to be located, and specify if the role is hybrid or remote.)_FLEXIBLE SCHEDULE:
We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.
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.
BR:
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.
BR: 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. 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 m