Hybrid CX Quality Analyst – Fraud & CX Prevention

at Gympass

• Job title: CX Quality Analyst – Fraud & CX Prevention
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: SQL
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• CX Quality Analyst enhancing customer experience and fraud prevention at Wellhub. Join a team revolutionizing workplace wellness through effective quality analysis and customer service improvements.

Responsibilities

• Own and execute the full Quality Audit cycle on customer interactions to measure agent performance, ensure adherence to established CX standards and fraud policies, and drive continuous improvement by proposing opportunities based on root-cause analysis.
• Drive the creation of reports and bring actionable insights by analyzing quality data, customer experience metrics (CSAT, Quality Metrics, etc.), and operational trends to the CX Prevention team.
• 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.
• Collaborate closely with CX Prevention operations, Training, and other CX supporting functions to discuss audit results, facilitate calibration sessions, and develop targeted action plans for quality improvement.
• Establish a strong feedback loop with CX Prevention management to review performance, support coaching initiatives, and maintain alignment on quality objectives and operational execution.
• 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.
• 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.

Requirements

• A tenacious, goal-oriented professional with previous experience in a CX Quality team.
• A meticulous and analytical self-starter who excels at translating raw customer interaction data and metrics into clear, actionable insights for quality improvement.
• Intermediate proficiency in Excel/Google Sheets is mandatory for data manipulation and detailed reporting; SQL knowledge is a significant plus.
• Excellent communication and presentation skills to confidently present complex quality data and influence stakeholders across teams.
• A strong communicator (written and verbal) with good fluency in both English and Portuguese.
• Eagerness to embrace continuous learning and stay current on industry best practices for CX quality assurance, metrics, and calibration processes.
• You have the ability to work effectively both autonomously and collaboratively in a team environment, managing multiple priorities and projects in a fast-paced, growing organization.
• Prior experience or knowledge in fraud prevention or risk quality analysis is a significant plus.

Benefits

• WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• HEALTHCARE: Health, dental, and life insurance.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
• FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.