Senior Cx Quality Manager

• Join a company that cares.
• GET TO KNOW US Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner.
• Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries.
• At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
• *Big news: Gympass is now Wellhub! We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey.
• This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution.
• With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion.
• We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners.
• Learn more about it here.
• THE OPPORTUNITY We are hiring a Senior CX Quality Manager to our CX Global team in São Paulo ! Our CX Quality team, part of CX Enablement, works to constantly elevate the overall customer experience by ensuring consistently high-quality interactions across all channels.
• We achieve this by meticulously monitoring external customer satisfaction (e.
• G.
• , CSAT) and internal agent performance, providing actionable, data-driven insights to empower CX leadership, optimize operational processes, and continuously refine our quality assurance efforts for scalable growth.
• This team should provide insights and recommendations to CX leadership and also other internal areas, leading actionable plans to improve customer experience towards excellence.
• YOUR IMPACT Team Development: Manage and develop a team of CX Quality analysts & coordinators, fostering their professional growth and ensuring high performance.
• Strategic Leadership: Develop and execute a comprehensive CX quality strategy aligned with overall business objectives and customer experience goals.
• Quality Program Management: Design, implement, and manage robust quality assurance programs to guarantee continuous quality monitoring for all customer-facing operations (internal teams and third parties BPOs).
• Performance Monitoring & Analysis: Establish key performance indicators (KPIs) and metrics for CX quality.
• Regularly monitor, analyze, and report on quality performance, identifying trends, root causes of issues, and areas for improvement.
• Voice of the Customer Advocate: Partner with CX and other support teams to integrate customer feedback into quality processes, ensuring insights drive continuous improvement.
• Coaching & Training Support: Collaborate with training and CX operations teams to develop and deliver targeted coaching, training materials, and best practices based on quality findings to enhance agent performance and customer interactions.
• Process Improvement Mindset: Collaborate with other teams to identify and optimize inefficient or ineffective customer journeys and internal processes that impact CX quality.
• Champion a culture of continuous improvement and new technologies optimization.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.
• Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.
• WHO YOU ARE Languages: Fluent in Portuguese and English.
• Education: Bachelor's degree in a STEM field (Science, Technology, Engineering, Mathematics) or a related discipline.
• Leadership Experience: you have experience in leading and developing teams.
• Customer Experience (CX) and Quality Assurance (QA) experience: Proven experience in monitoring CX operations, with a focus on efficiency and quality improvement, including quality monitoring, calibration, and performance management.
• Analytical & Customer-Focused: You are data savvy and have experience in improving customer experiences.
• CX & Quality Expertise: Proven experience in Customer Experience (CX) with a track record of driving quantifiable improvements in key metrics like CSAT, NPS, and CES.
• Advanced Data Analysis: Highly proficient in Excel (PivotTables, Charts, statistical functions) for large, complex datasets, ensuring data quality and actionable insights.
• Familiarity with statistical concepts and experience in SQL, Looker Studio, Power BI, or Python as a plus.
• Process Improvement & Quality Methodologies: Knowledge of process improvement methodologies such as Lean Six Sigma, COPC or other quality certifications a strong advantage.
• AI Enthusiast: Eager to explore and apply Artificial Intelligence to enhance quality processes and agent performance.
• Strategic & Influential Leader: Strong leadership presence, inspiring and motivating cross-functional teams and senior stakeholders while anticipating future trends and developing long-term strategies.
• Data-driven and Analytical: Leverages a robust analytical mindset and meticulous attention to detail to interpret complex data, identify trends, and translate insights into actionable recommendations.
• Customer-Centric Advocate: Deeply dedicated to enhancing the customer experience and influencing others to prioritize customer satisfaction.
• Exceptional Communicator: Explains complex changes clearly to diverse audiences, concisely summarizing data and insights, telling compelling stories, and presenting impactful recommendations.
• Proactive Problem-Solver: Anticipates issues and implements solutions to prevent negative customer impacts.
• Able to turn incomplete or ambiguous inputs into clear action plans.
• Highly Collaborative: Works effectively with various teams and influences stakeholders, building strong relationships across departments.
• Adaptable & Dynamic: Thrives in fast-paced, dynamic environments and readily adapts to changing business needs and priorities.
• We recognize that individuals approach job applications differently.
• We strongly encourage all aspiring applicants to go for it, even if they don''t match the job description 100%.
• We welcome your application and will be delighted to explore if you could be a great fit for our team.
• For this specific role, please note that proficiency in English and leadership experienceare mandatory requirements.
• WHAT WE OFFER YOU We''re a wellness company that is committed to the health and wellbeing of our employees.
• Our flexible program allows you to customize your benefits, according to your needs! Our benefits include: WELLNESS: Health, dental, and life insurance.
• FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone.
• As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building.
• The model for this role can be discussed with your recruiter and hiring manager.
• We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.
• FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope.
• This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
• WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too.
• Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.
• You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
• PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.
• Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.
• We offer 100% paid parental leave to all new parents and extended maternity leave.
• CAREER GROWTH: Outstanding opportunities for personal and career growth.
• That means we maintain a growth mindset in everything we do and invest deeply in employee development.
• CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space.
• Our value-based culture of trust, flexibility, and integrity makes this possible every day.
• Find more info on our careers page ! And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn ! Diversity, Equity, and Belonging at Wellhub We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.
• Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
• Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.
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