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CX Global Quality Analyst

5 hours, 34 minutes ago
Brazil
Full-time
Junior
QA Engineer
Data Science and Analytics
Looker
Apply Now
Wellhub

Wellhub

Wellhub: An Upstream OS for data-driven decisions, optimizing production, reducing costs, and minimizing downtime in the Oil & Gas industry.

Gas Utilities
1-10
Founded 2016
View All Jobs 34

Description

  • Own and execute the full cycle of quality audits on customer interactions such as chat and email.
  • Analyze quality data, CSAT, and operational trends to generate reports and actionable insights for CX teams.
  • Collaborate with CX operations, Training, and supporting functions, including BPO partners, to review audit results and calibrate standards.
  • Develop targeted action plans to improve quality based on root-cause analysis and audit findings.
  • Identify patterns in large volumes of quality data and flag areas of excellence and corrective action.
  • Partner with CX teams to share best practices and contribute to projects that improve end-user experience and agent performance.
  • Maintain a strong feedback loop with BPO management to support coaching initiatives and align on quality objectives.
  • Ensure consistency in quality standards and adherence to CX policies across service channels.

Requirements

  • At least 1 year of prior experience in a CX Quality team.
  • Strong analytical mindset with the ability to translate customer interaction data into actionable insights.
  • Experience working with data tools such as Looker, Zendesk, or similar platforms.
  • Tech-savvy mindset and willingness to embrace AI tools and automated quality assurance processes.
  • Strong written and verbal communication skills in English and Portuguese.
  • Ability to work autonomously while also collaborating effectively in a team environment.
  • Ability to manage multiple priorities and projects in a fast-paced, growing organization.
  • Availability to go to the office when requested if residing in São Paulo.
  • Experience working with BPO operations or third-party vendors is a plus.
  • Prior experience in quality work, plus a data-driven and AI mindset, is mandatory.

Benefits

  • Free Gold+ Wellhub membership with access to onsite gyms, studios, digital fitness programs, and wellness resources.
  • Ability to add up to three family members to the Wellhub plan.
  • Wellz emotional wellbeing program with 52 individual therapy sessions per year and on-demand content.
  • Health, dental, and life insurance.
  • Flexible First work model with hybrid and remote options.
  • Home office reimbursement to help set up your workspace.
  • Flexible schedules aligned with time zones, team needs, and personal routines.
  • Paid time off including vacations after 6 months, additional days off based on tenure, and a birthday holiday.
  • 100% paid parental leave, including an extended leave and ramp-back period for birth parents.
  • Career growth support through development platforms, interactive sessions, and internal opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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