Customer Support Quality Manager

TL;DR

Customer Support Quality Manager (Customer Support): Leading and developing a Customer Support Quality analyst team and managing the quality assurance program with an accent on continuous quality monitoring, performance analysis, and root cause identification. Focus on integrating customer feedback into continuous improvement, developing targeted coaching and training, and optimizing internal processes affecting CX quality.

Location: Hybrid in São Paulo, Brazil

Company

hirify.global is a company revolutionizing workplace wellness, connecting employees globally to fitness, mindfulness, therapy, nutrition, and sleep partners through a single subscription.

What you will do

• Lead and develop the Customer Support Quality analyst team, ensuring high performance and professional growth.
• Implement and manage the quality assurance program for all customer operations (internal teams and BPOs).
• Monitor, analyze, and report on quality performance to identify trends, root causes, and improvement areas.
• Partner with support teams to integrate customer feedback into continuous improvement efforts.
• Collaborate with Training and CX Operations to develop and deliver targeted coaching and training.
• Work with the Process Improvements team to identify and optimize internal processes affecting CX quality.

Requirements

• Fluent in both Portuguese and English.
• Prior experience as a people manager, leading and developing teams.
• Proven experience in Customer Support operations, focusing on efficiency and quality improvement, including quality monitoring and performance management (especially with BPOs).
• Proficiency in Excel (PivotTables, Charts, statistical functions).
• Educational background in Technology, Engineering, Mathematics, or a related discipline.

Nice to have

• Familiarity with statistical concepts, SQL, Looker Studio, Power BI, or Python.
• Knowledge of Lean Six Sigma, COPC, or other quality certifications.
• Eagerness to explore and apply Artificial Intelligence to enhance Customer Support processes and agent performance.

Culture & Benefits

• Free hirify.global Gold+ membership for employees and up to three family members.
• Wellz emotional wellbeing program with personalized journeys and 52 individual therapy sessions per year.
• Health, dental, and life insurance.
• Flexible work options (hybrid/remote) and flexible schedules defined with leaders.
• Paid time off, including vacations, additional days off, and a birthday holiday.
• 100% paid parental leave for all new parents, with extended leave for giving birth parents.
• Access to world-class platforms and personalized development roadmaps for career growth.