CX Global Quality Analyst

📋 Description

• Own and execute full quality audits on customer interactions (chat, email).
• Analyze quality data and CX metrics (CSAT, Metrics) to drive insights.
• Collaborate with CX ops, Training, and BPO partners on audits and actions.
• Identify patterns in large quality data to spot excellence and corrective action.
• Partner with CX teams to share best practices and improve agent performance.
• Establish a feedback loop with BPO management to review performance and coaching.

🎯 Requirements

• São Paulo residents must be able to visit the office when requested.
• Analytical thinker who translates Looker/Zendesk data into actionable insights.
• Tech-savvy and open to AI tools for automated QA and pattern analysis.
• At least 1 year of CX Quality experience.
• Strong written and verbal English and Portuguese.
• Meticulous self-starter able to work autonomously and manage priorities.

🎁 Benefits

• WELLHUB: Gold+ membership with gyms and wellness resources.
• WELLZ: Emotional wellbeing program with therapy sessions.
• Healthcare: Health, dental, and life insurance.
• Flexible Work: Hybrid and remote options.
• Flexible Schedule: Schedule based on time zones and team needs.
• Paid Time Off: Vacations after 6 months plus extra days per year.