CX Global Quality Analyst
Hybrid · São Paulo, São Paulo, Brazil
Job Summary
CX Global Quality Analyst responsible for owning end-to-end quality audits of customer interactions (chat, email), generating actionable reports from quality data and metrics (CSAT, Quality Metrics), and driving continuous improvement across CX operations. Partners with CX, Training, and BPO teams to discuss audit results, calibrate performance, and develop targeted action plans. Analyzes large quality datasets to identify patterns, advises on best practices to enhance end-user experience and agent performance, and supports coaching initiatives with BPO management. Strong data storytelling and analytical skills, proficiency with Looker/Zendesk or similar tools, and bilingual English-Portuguese communication are required. The role may involve hybrid/remote work with occasional office presence in São Paulo, Brazil.
Required Qualifications
- At least 1 year of experience in a CX Quality team or equivalent
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