CX Global Quality Specialist – Gympass

Titulo da vaga: CX Global Quality Specialist

Empresa: Gympass

Descrição da vaga: Apply now for a career that puts wellbeing first!

GET TO KNOW US

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.

THE OPPORTUNITY

We are hiring a CX Global Quality Specialist to our Customer Experience team in São Paulo, Brazil!

To be known by our CX partners as trusted and knowledgeable consultants that will provide insights and recommendations to enable them to build and execute action plans to improve Customer Experience.

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 (policies, process, agents performance, systems, and products);
  • Remain up to date on key workflow changes, operational guidelines, and policies;
  • Conduct root cause data analysis to identify trends & issues and strive for accuracy;
  • Conduct complex deep dives by analyzing/interpreting data to identify trends and issues to develop and propose sound action plans with minimal guidance, and often independently;
  • Provides recommendations about best levers to improve Quality, considering potential impact on key metrics, costs, etc;
  • Track effectiveness of action plans and report back;
  • Organize and 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;
  • Executes on complex, cross-functional projects with a variety of working groups, and anticipates changes in direction and scope;
  • Conducts other duties as assigned.

WHO YOU ARE

  • Previous relevant experience in CX Quality;
  • Bachelor’s degree in statistics, mathematics, information management or similar area;
  • Advanced English skills (mandatory). You will be tested. Advanced Spanish skills is a plus.
  • Experience in a BPO / Call Center/Customer Support environment (in a tech company is a plus);
  • Strong Communication and Written Skills (Portuguese and English): you can concisely interpret & summarize data and insights, tell a story, and present recommendations;
  • Ability to work independently to achieve target timelines under conditions of ambiguity, multiple deadlines and changing priorities;
  • Ability to use logic and reasoning to identify the strengths and weaknesses of CX processes and systems;
  • Experience in using CRM platforms such as Salesforce and Zendesk;
  • Intermediate knowledge in Tableau Desktop, Excel and Sheets;
  • Knowledge and understanding of RCA techniques such as 5 Whys, 6Ms, fishbone, COPC, etc;
  • Project and Stakeholder management;
  • Strong attention to detail, highly self-driven and results oriented;
  • Excellent organizational and time management skills. Ownership/Problem-Solving.

WHAT WE OFFER YOU (Latam)

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.

FLEXIBLE SCHEDULE: We understand that together, Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

GYMPASS: 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. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

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! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our !

And to get a glimpse of Life at Gympass… Follow us on @gympasscareers and !

Diversity, Equity, and Belonging at Gympass

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Gympass is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Questions on how we treat your personal data? See our

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Salário:

Local: São Paulo – SP


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