Especialista de Qualidade Bilíngue

Job Description

Wellhub is seeking a Bilingual Quality Specialist to join their CX team in São Paulo. This role involves acting as a consultant to CX partners, ensuring the standardization of quality processes, and driving continuous improvements in customer experience. The ideal candidate will possess strong analytical skills and data proficiency, with experience in creating reports, analyzing KPIs, and using tools like Excel, Tableau, or Power BI. They should also have excellent communication skills for interacting with internal stakeholders, external partners, and BPO providers.Responsibilities:

• Conduct quality audits and data analysis across various regions and channels.
• Lead a team of 1-2 members, ensuring their performance and development.
• Stay updated on workflow changes, operational guidelines, and policies.
• Perform in-depth data analysis to identify root causes and trends.
• Provide recommendations for improving quality, considering the impact on key metrics and costs.
• Monitor the effectiveness of action plans and report results.
• Organize and lead calibration sessions with internal teams and BPO partners.
• Act as a liaison with the training team, providing insights based on identified gaps.
• Execute complex and cross-functional projects.

Requirements:

• Bachelor's degree in Statistics, Mathematics, Information Management, or related fields.
• Minimum of 3 years of experience in Quality, with experience in Customer Service, Call Center, or Customer Support environments.
• Proficiency in Microsoft Office or Google Workspace, including Excel or Sheets.
• Advanced knowledge of Tableau Desktop.
• Familiarity with Root Cause Analysis (RCA) techniques.
• Advanced knowledge of project management and analytical skills for evaluating CX processes and systems.
• Strong verbal and written communication skills in Portuguese and English.
• Advanced English (mandatory) and Spanish (preferred).

What Wellhub Offers:

• Wellness benefits including health, dental, and life insurance.
• Flexible work arrangements (hybrid or fully remote).
• Home office allowance and monthly benefit for remote work costs.
• Flexible working hours.
• Free Wellhub Gold+ plan and discounted premium plans.
• Paid time off, including vacation after 6 months, 3 days off per year, and an extra day off on your birthday.
• Paid parental leave.
• Professional growth opportunities.