Senior CX Quality Manager

Summary

Join Wellhub, a corporate wellness platform, as a Senior CX Quality Manager in São Paulo! This role involves managing a team of CX Quality analysts, developing and executing a comprehensive CX quality strategy, and ensuring high-quality customer interactions. You will monitor customer satisfaction, analyze performance, and provide data-driven insights to improve processes. The position requires strong leadership, analytical, and communication skills, along with experience in CX and quality assurance. Wellhub offers a flexible work environment, comprehensive benefits, and opportunities for career growth. Proficiency in English and Portuguese is mandatory, and leadership experience is required. Wellhub is committed to employee wellbeing and offers various wellness benefits.

Requirements

• Fluent in Portuguese and English
• Bachelor’s degree in a STEM field (Science, Technology, Engineering, Mathematics) or a related discipline
• Experience in leading and developing teams
• Proven experience in monitoring CX operations, with a focus on efficiency and quality improvement, including quality monitoring, calibration, and performance management
• Data savvy and have experience in improving customer experiences
• Proven experience in Customer Experience (CX) with a track record of driving quantifiable improvements in key metrics like CSAT, NPS, and CES
• Highly proficient in Excel (PivotTables, Charts, statistical functions) for large, complex datasets, ensuring data quality and actionable insights
• Strong leadership presence, inspiring and motivating cross-functional teams and senior stakeholders while anticipating future trends and developing long-term strategies
• Leverages a robust analytical mindset and meticulous attention to detail to interpret complex data, identify trends, and translate insights into actionable recommendations
• Deeply dedicated to enhancing the customer experience and influencing others to prioritize customer satisfaction
• Explains complex changes clearly to diverse audiences, concisely summarizing data and insights, telling compelling stories, and presenting impactful recommendations
• Anticipates issues and implements solutions to prevent negative customer impacts. Able to turn incomplete or ambiguous inputs into clear action plans
• Works effectively with various teams and influences stakeholders, building strong relationships across departments
• Thrives in fast-paced, dynamic environments and readily adapts to changing business needs and priorities

Responsibilities

• Manage and develop a team of CX Quality analysts & coordinators, fostering their professional growth and ensuring high performance
• Develop and execute a comprehensive CX quality strategy aligned with overall business objectives and customer experience goals
• Design, implement, and manage robust quality assurance programs to guarantee continuous quality monitoring for all customer-facing operations (internal teams and third parties BPOs)
• 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
• Partner with CX and other support teams to integrate customer feedback into quality processes, ensuring insights drive continuous improvement
• 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
• 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
• 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

Preferred Qualifications

• Familiarity with statistical concepts and experience in SQL, Looker Studio, Power BI, or Python
• Knowledge of process improvement methodologies such as Lean Six Sigma, COPC or other quality certifications
• Eager to explore and apply Artificial Intelligence to enhance quality processes and agent performance

Benefits

• Health, dental, and life insurance
• 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
• 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
• 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
• 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
• 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• 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