Cx Global Quality Analyst

**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 CX Global Quality Analyst to our CX team in São Paulo, BR

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**
- You are a detail oriented person, have a problem solving mindset with excellent organizational and time management skills.
- You have the ability to execute within timelines, under conditions of multiple deadlines and changing priorities.
- You have great written communication skills (Portuguese and English): you can concisely summarize data and insights, tell a story, and present recommendations.
- Previous and relevant working experience in Quality Assurance at CX related areas.
- Bachelor's degree in statistics, mathematics, information management or similar area.
- Advanced/Fluent English skills.
- Project Management skills.
- Good computer skills (word processing, spreadsheets, graphics, statistical tools).
- 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**

**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 + 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

**FLEXIBLE WORK**:We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.
- Gympass is committed to creating a diverse work environment and is proud to