CX Global Quality Analyst

YOUR IMPACT

• Own and execute the full cycle of quality audits on customer interactions (e.g., chat, email) to measure performance, ensure adherence to established CX standards and policies and propose opportunities based on root causes.
• Drive the creation of reports and bring insights by analyzing quality data, customer experience metrics (CSAT, Quality Metrics, etc.), and operational trends to the CX teams.
• Collaborate closely with CX operations, Training, and other CX supporting functions - including BPO partners - to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement.
• Ensure a high standard of consistency by working with large amounts of quality data, identifying patterns, and using analytical skills to spot both excellence and areas for corrective action.
• Partner with various CX teams to share best practices and actively participate in projects that aim to enhance overall end-user experience and agent performance.
• Establish a strong feedback loop with BPO management to review performance, support coaching initiatives, and maintain alignment on quality objectives and operational execution.
• 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 wellness.

WHO YOU ARE

• If you reside in São Paulo, you need to have availability to go to the office when requested.
• An analytical thinker with data storytelling skills, capable of translating raw customer interaction data (from Looker, Zendesk, or similar tools) into highly actionable insights, operational trends, and strategic feedback loops.
• Tech-savvy and eager to embrace AI tools; you have a forward-thinking mindset to adapt to automated quality assurance processes and focus on complex pattern analysis.
• A tenacious and goal-oriented professional with prior work experience of at least 1 year in a CX Quality team.
• A strong communicator both written and verbally with good knowledge in English and Portuguese - you can clearly and confidently present complex data and interact with stakeholders.