Global Quality Analyst

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🕒 5 days ago

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Gympass

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🧘 Wellness

🤝 B2B

☁️ SaaS

💰 $5.4M Venture Round on 2021-12

Wellness • B2B • SaaS

Gympass is a comprehensive corporate wellness platform that connects employees with a variety of fitness, mindfulness, nutrition, and sleep resources through flexible and cost-effective subscription plans. Offering access to a vast network of gyms, studios, virtual personal trainers, and wellness apps, Gympass is designed to enhance employee wellbeing and improve productivity, retention, and healthcare cost outcomes for businesses. By enabling companies to provide holistic wellness options, Gympass fosters healthier workplace environments and supports employees in maintaining balanced lifestyles both at work and at home.

📋 Description

• Own and execute the full cycle of quality audits on customer interactions (e.g., chat, email) to measure performance, ensure adherence to established CX standards and policies and propose opportunities based on root causes. • 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 - including BPO partners - 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. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

🎯 Requirements

• If you reside in São Paulo, you need to have availability to go to the office when requested. • An analytical thinker with data storytelling skills, capable of translating raw customer interaction data (from Looker, Zendesk, or similar tools) into highly actionable insights, operational trends, and strategic feedback loops. • Tech-savvy and eager to embrace AI tools; you have a forward-thinking mindset to adapt to automated quality assurance processes and focus on complex pattern analysis. • 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 - you can clearly and confidently present complex data and interact with stakeholders. • 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 collaborate 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 complete emotional wellbeing program with a unique approach. It offers personalized 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. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office. • FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines. • PAID TIME OFF: It’s important to take time away from work to recharge. Employees receive vacations after 6 months and 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: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. 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. We focus on continuous learning and feedback to support your journey toward personal and professional success. • CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.