CX Global Quality Analyst

About Wellhub: Wellhub (formerly internationally operating as Gympass) is the premier, globally recognized corporate wellness platform pioneer, digital fitness aggregator, and workplace health innovator on an absolute mission to revolutionize corporate wellbeing and make every company a wellness company. Power-routing an all-in-one centralized digital subscription ecosystem, Wellhub seamlessly connects employees worldwide to the highest-tier local partners specializing in physical fitness, holistic mindfulness, individual therapy, clinical nutrition, and optimized sleep science. Headquartered in New York City with hyper-scale operational hubs spanning North America, South America, and Europe, the organization unifies data-driven behavioral tracking with corporate health management to optimize human energy channels. Operating on a Flexible First layout that empowers professionals to customize their routines, Wellhub provides high-ownership quality analysts with an uncompromised digital environment to optimize customer experience loops and improve agent delivery safely across global servicing networks.

Position Overview

We are seeking a highly analytical, process-driven CX Global Quality Analyst to join our core centralized Business Transformation organization in a full-time remote capacity across Brazil, with a strategic office hub node based in São Paulo. Operating as a core guardian of interaction standards inside our global Customer Experience (CX) Process and Quality unit, you will step up to claim individual strategic accountability for monitoring, scoring, and optimizing the comprehensive customer service operations handling our worldwide user base. Shifting completely away from subjective checklist tracking or legacy administrative entry, you will serve as a premier technical analyst translating high-volume chat and email data into clear feedback loops, managing BPO calibration sessions, and driving targeted action plans. This position requires an operationally tenacious specialist with at least 1 year of dedicated history inside a CX Quality team who manipulates analytics dashboards fluidly, speaks and writes in bilingual English and Portuguese comfortably, and applies a forward-thinking AI mindset to scale automated quality assurance metrics.

Key Responsibilities

• Full-Cycle Interaction Audits Governance: Plan, manage, and execute the end-to-end evaluation cycle of raw customer service interactions flowing through global chat and email queues, verifying uncompromised adherence to established company standards and policy protocols.
• Data Storytelling and Curation: Convert raw conversational interaction data lines into structured performance indicators, leveraging Customer Support analytics frameworks to isolate structural operational defects.
• Omnichannel Customer Telemetry Tracking: Extract, monitor, and model complex performance indicators natively using Technical Support telemetry dashboards across Looker, Zendesk, and parallel analytical reporting systems to map CSAT and quality trend lines.
• BPO Calibration and Stakeholder Alignment: Partner closely with cross-functional CX training units and external Business Process Outsourcing (BPO) vendor squads, leading structured calibration sessions to drive quality consistency.
• Targeted Quality Improvement Mapping: Conduct deep root-cause analyses across underperforming account metrics, formulating actionable quality remediation roadmaps, coaching scripts, and targeted optimization paths.
• BPO Management Feedback Loop Upkeep: Establish and govern a strict, continuous performance evaluation channel with third-party vendor management, monitoring operational execution bounds and supporting agent coaching loops.
• AI-Driven Automated QA Integration: Adopt, refine, and test modern artificial intelligence tools and automated quality evaluation workflows, shifting focus toward complex macro pattern parsing and high-value data discovery.
• Flexible First Cultural Ambassadorship: Model the core corporate mission locally, prioritizing personal work-life wellness while establishing a highly supportive, empathetic, and metrics-driven development canvas.

Required Skills & Qualifications

• At least 1 year of verified professional history running advanced customer experience quality auditing, call center performance analysis, B2B helpdesk coaching, or data-driven service transformation consulting.
• Deep, authoritative technical command of quality assurance frameworks, evaluation metrics calibration, customer satisfaction indicators (CSAT), root-cause parsing, and vendor SLA parameters.
• Expert-tier capability translating high-volume customer contact logs into scannable operational briefs natively utilizing Customer Support process blueprints.
• Practical operational familiarity auditing customer ticketing queues, configuring classification fields, and mining interaction histories natively leveraging Technical Support software systems (specifically Looker and Zendesk).
• Corporate Bilingual Linguistic Command: Outstanding verbal and written communication traits in both fluent **English** and **Portuguese**, with the absolute capacity to present complex quantitative metrics to multi-national corporate stakeholders confidently.
• Location Context and Hybrid Availability: Position open to qualified quality analysts residing permanently and resident within **Brazil**, with the strict operational requirement to maintain availability for occasional on-site office meetings if residing directly within São Paulo.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial quality engineering or transformation history operating inside an international health-tech startup, enterprise SaaS customer retention cell, global consumer application platform, or marketplace tech hub.
• Hands-on operational exposure collaborating directly with multi-tier third-party BPO vendors or external cross-border customer service provider houses.
• An outcome-driven personal philosophy rooted in continuous learning, an eager drive to embrace next-generation generative AI tools, and an intense passion for workplace wellness.

What We Offer

• The exceptional professional canvas to directly direct, shape, and code-shape the global quality analysis systems and automated QA frameworks power-routing customer experience for millions of worldwide wellness platform users.
• Highly competitive, capability-benchmarked full-time baseline compensation packages tailored precisely to reward your quality assurance authority, data analysis speed, and bilingual communication velocity.
• Profound work-from-home remote parameters offering an elite flexible-first philosophy, complete scheduling trust, and a dedicated home office setup reimbursement loop to optimize your residential workplace.
• Immediate eligibility to access premium corporate health assets, featuring an elite **Free Gold+ Wellhub Membership** allowing you and up to three family members unlimited access to local gyms, studios, and mindfulness apps.
• Access to uncompromised emotional and mental wellness protections, highlighting the **Wellz Complete Program** offering up to 52 fully covered individual therapy sessions per calendar year.
• Comprehensive health insurance, dental coverage, and company-sponsored life insurance structures to preserve long-term security.
• Generous vacation calibration rewards, providing full time off after 6 months of tenure, supplemented by an extra 3 days off per year + 1 additional day for each year of tenure (up to 5 days), plus a dedicated holiday on your birthday.
• Excellent paid parental leave architectures, granting 100% paid leave for all new parents, complete with extended birth options and a partial-hours ramp-back framework to support family stabilization.