Cx Global Senior Quality Manager

**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 are hiring a **CX Global Senior Quality Manager** to our **Customer Experience** team in** São Paulo, Brazil**

To be known by our CX partners as trusted and knowledgeable consultants that will support them with insights and recommendations to drive actionable plans to improve customer experience towards EXCELLENCE.

**YOUR IMPACT**:

- Lead a team of Quality Analysts to maintain and continuously improve the Customer Experience QA program;
- Provides coaching, guidance, and leadership for the Quality team. Ensures continuous development of the team. Identifies high potential talent, mentors, and works proactively to accelerate development;
- Quality Analysis: Use tools and reports to gather data and evaluate trends or patterns affecting quality, conduct and drive 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;
- Leads Quality meetings, workshops and committees with Ops leadership and teams to establish, delineate and review Quality pain points that will drive actionable and measurable improvements. Ensure close the loop;
- Prepare/Write periodic clear quality reports by collecting, analyzing and summarizing data to the senior leadership, 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 and CX OKRs;
- Identify and explore best practices across CX regions and/or benchmarking to integrate knowledge into strategies and initiatives to improve Quality/ Customer Experience.

**WHO YOU ARE**:

- Bchelor's degree. In Statistics, Mathematics, Information Management related discipline is preferred;
- Relevant experience in Management Consulting and/or Quality Management Programs;
- Experience in Project Management with the ability to drive programs independently;
- Experience in working in a global/regional environment;
- Excellent verbal and written communication, both in English and Portuguese;
- Practical Experience with Excel (PivotTable, Charts, Statistical functions) is required;
- Knowledge of statistical concepts and quality core tools;
- COPC knowledge or Quality Certification is a plus;
- Strong written communication skills: you can concisely summarize data and insights, tell a story, and present recommendations;
- Ability to structure problems, execute high-quality analysis, extract insights, and make 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;
- Strong People management skills.

**WHAT WE OFFER YOU**:
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 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 yea