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Job Description
Wellhub, formerly known as Gympass, is seeking a bilingual Senior Quality Analyst to join their CX team in São Paulo. This role involves acting as a trusted consultant to CX partners, providing support through consistent insights and standardized quality processes across regions. The ideal candidate will possess strong data analysis skills, capable of transforming information into strategic actions. Experience in creating reports, using dashboards, and proficiency in tools like Excel, Looker Studio, or Power BI is essential, along with a critical mindset focused on continuous improvement.
Role involves:
- Conducting quality audits and data analysis across various regions and channels.
- Creating and maintaining dashboards and analytical reports to track KPIs.
- Structuring and presenting performance analyses and action plans.
- Performing root cause analyses to identify trends and issues.
- Developing and monitoring the effectiveness of action plans.
- Leading calibration sessions with internal teams and BPO partners.
Requirements:
- Previous experience in Quality within a Customer Experience, Call Center, or Customer Support environment.
- Bachelor's degree in statistics, mathematics, information management, or a related field.
- Advanced English proficiency; advanced Spanish proficiency is also required for one of the positions.
- Proficiency in Microsoft Office or Google Suite applications, especially Excel and/or Google Sheets.
- Experience with data visualization and analysis tools (e.g., Looker, Tableau, Power BI).
- Familiarity with dashboards, reports, and data-driven performance presentations.
Wellhub offers:
- Health, dental, and life insurance.
- Flexible work arrangements (hybrid or remote).
- Monthly home office allowance.
- Free Wellhub Gold+ plan and discounted premium plans.
- Paid time off, including vacation after 6 months, wellness days, and a birthday day off.
- Paid parental leave.
- Professional growth opportunities.
