CX Quality Analyst – Affirmative Hiring for People with Disabilities
Gympass
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Own and execute the full cycle of quality audits on customer interactions (e.g., chat, email) to measure performance.
- Drive the creation of reports and bring insights by analyzing quality data, customer experience metrics (CSAT, Quality Metrics, etc.), and operational trends to the CX teams.
- Collaborate closely with CX operations, Training, and other CX supporting functions to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement.
- Ensure a high standard of consistency by working with large amounts of quality data, identifying patterns, and using analytical skills to spot both excellence and areas for corrective action.
- Partner with various CX teams to share best practices and actively participate in projects that aim to enhance overall end-user experience and agent performance.
- Establish a strong feedback loop with BPO management to review performance, support coaching initiatives, and maintain alignment on quality objectives and operational execution.
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.
Requirements
- A tenacious and goal-oriented professional with prior work experience of at least 1 year in a CX Quality team.
- A strong communicator both written and verbally with good knowledge in English and Portuguese.
- A meticulous and analytical self-starter who is able to transform raw customer interaction data into clear, actionable insights and quality improvement.
- You have the ability to work both autonomously and collaboratively in a team environment, managing multiple priorities and projects in a fast-paced, growing organization.
- Eagerness to embrace continuous learning and stay current on industry best practices for CX quality assurance, metrics, and calibration processes.
- Having experience working with BPO operations or third-party vendors will be considered a plus.
Benefits
- WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more. Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
- WELLZ: A comprehensive emotional wellbeing program with a personalized approach. It offers tailored journeys that combine individual therapy sessions (52 per year) and on-demand content.
- HEALTHCARE: Health, dental, and life insurance.
- FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you.
- FLEXIBLE SCHEDULE: Flexibility isn’t just about where we work—it also means being able to shape how and when we get things done.
- PAID TIME OFF: Employees receive vacation after 6 months and an additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday.
- PAID PARENTAL LEAVE: We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
- CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities.
- CULTURE: Join a team of passionate people who come together to push boundaries, support each other, and create a meaningful impact in workplace wellness.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality auditsdata analysiscustomer experience metricsCSATquality metricsanalytical skillsactionable insightsquality improvementcalibration processesBPO operations
Soft skills
communicationteam collaborationautonomymeticulousnessgoal-orientedtenacityself-starteradaptabilitycoachingfeedback