CX Global Quality Analyst (Customer Experience)

TL;DR

CX Global Quality Analyst (Customer Experience): Conducting quality audits on customer interactions and analyzing CX metrics to drive continuous improvement in global operations with an accent on data storytelling and BPO management. Focus on transforming raw interaction data into actionable insights and integrating AI tools into quality assurance processes.

Location: Remote in Brazil. Candidates residing in São Paulo must be available to visit the office when requested.

Company

A global wellness platform connecting employees worldwide to fitness, mindfulness, therapy, and nutrition services through a single subscription.

What you will do

• Execute full-cycle quality audits on customer interactions (chat, email) to ensure adherence to CX standards and policies.
• Analyze quality data and metrics (CSAT, etc.) to identify operational trends and provide actionable insights to CX teams.
• Collaborate with CX operations, Training, and BPO partners to facilitate calibration sessions and develop improvement plans.
• Establish a strong feedback loop with BPO management to review performance and support coaching initiatives.
• Partner with various CX teams to share best practices and enhance overall end-user experience.

Requirements

• Must reside in Brazil.
• At least 1 year of experience in a CX Quality team.
• Strong proficiency in both English and Portuguese (written and verbal).
• Analytical thinker with data storytelling skills and experience with tools like Looker or Zendesk.
• Forward-thinking mindset and eagerness to embrace AI tools for automated quality assurance.
• Ability to work autonomously and manage multiple priorities in a fast-paced environment.

Nice to have

• Experience working with BPO operations or third-party vendors.

Culture & Benefits

• Free hirify.global Gold+ membership for the employee and up to three family members.
• Comprehensive emotional wellbeing program (Wellz) with 52 individual therapy sessions per year.
• Health, dental, and life insurance.
• Flexible work arrangements (Remote/Hybrid) with home office reimbursement.
• Paid parental leave (100%) and generous time off including birthday leave and tenure-based additions.
• Access to world-class career growth platforms and personalized development roadmaps.