CX Global Quality Analyst
The CX Global Quality Analyst will join Wellhub's Business Transformation team in Brazil, focusing on enhancing customer experience (CX) processes and quality standards. Wellhub, formerly known as Gympass, is a corporate wellness platform headquartered in New York City, offering employees access to fitness, mindfulness, therapy, nutrition, and sleep resources through a single subscription. The company operates globally, serving over 26,000 companies across 13 countries.
In this role, the analyst will conduct comprehensive quality audits of customer interactions, including chat and email, to assess performance and ensure adherence to established CX standards and policies. They will analyze quality data and customer experience metrics, such as CSAT and quality metrics, to provide actionable insights to CX teams. Collaboration with CX operations, training, and other supporting functions, including BPO partners, is essential to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement.
Candidates should possess at least one year of experience in a CX quality team, with strong analytical skills and the ability to translate raw customer interaction data into actionable insights. Proficiency in both English and Portuguese is required, as clear communication with stakeholders is crucial. A tech-savvy mindset, with an eagerness to embrace AI tools and automated quality assurance processes, is highly valued. Experience working with BPO operations or third-party vendors is considered a plus.
While specific compensation details are not provided, Wellhub offers thoughtful benefits and emotional wellbeing resources to support employees. The company fosters a culture that empowers individuals to take ownership of their roles and prioritize their wellbeing, creating an environment where employees can thrive.
Joining Wellhub means becoming part of a mission-driven organization dedicated to making every company a wellness company. Employees are encouraged to check in with their wellbeing every day, leading to better productivity, higher retention, and lower healthcare costs. The company values collaboration, diverse perspectives, and continuous learning, offering opportunities for personal and professional growth.