Global Cx Quality Manager

**GET TO KNOW US**

We simplify wellness so you can find everything in one place. 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.

**WHAT MAKES A GYMPASSER?**

We are passionate about our mission Whatever your job title is, here you can make a global impact and change people's lives. At Gympass, we collaborate, set high achievable goal expectations, and focus on the end result. It's a challenging, evolving environment that allows you to learn and grow. You will face a disruptive and emerging business model that will push you in several areas, with no boundaries for creation and collaboration.

**THE OPPORTUNITY**

We are hiring a **Global CX Quality Manager** to our **Customer Experience (CX) Global** 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**
- Lead a team of Quality Analysts to maintain and continuously improve the Customer Experience QA program. Coach, mentor, and develop each team member and create an environment that sets them up for success;
- Quality Analysis: Use tools and reports to gather data and evaluate trends or patterns affecting quality, conduct root cause analysis, share actionable insights and recommend clear actions to areas inside and outside of CX. Guide and track implementation of corrective and/or preventive actions for issues;
- Capacity Planning: Allocate and coordinate work and resource plans; track progress of all activities against the plan, managing own deliverables and that of others to meet deadlines;
- Design and Develop Quality Assurance SOPs and Playbooks ensure global standardization and compliance;
- Lead quality initiatives, workshops and focus groups with Ops and Processes teams to support the knowledge and understanding of quality pain points that will drive actionable and measurable improvements;
- Prepare/Write periodic clear quality reports by collecting, analyzing and summarizing data to the senior management, including newsletters;
- Proactively identify knowledge capability gaps and liaise with Training;
- Drive positive engagement with other functions (Ops, Customer Insights, Training, Process, Digital, e.g.) to drive actions to improve customer experience.

**WHO YOU ARE**
- Previous experience as a Quality Manager (Customer Service, Customer Success and/or Customer Experience areas);
- Bachelor's degree in Statistics, Mathematics, Information Management is preferred;
- Advanced English skills (mandatory - you will be tested);
- Strong written communication skills: 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 and time management skills;
- Strong attention to detail, highly self-driven and results oriented;
- People management skills.
- Practical Experience with Excel (PivotTable, Charts, Statistical functions) is required;
- COPC knowledge is a plus.
- Yellow or Green Belt certification 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.

**GYMPASS DISCOUNT**: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.

**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 + extra day off on the month of your birthday + 1 day off for each anniversary of the year worked.

**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 biolog