Job Description
Title: CX Global Quality Specialist
Location: Sao Paulo, Sao Paulo, Brazil
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 S o 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.