Quality Control Lead (Workout Buddies team)
Hello!
Uniwell is an international company providing Customer Care services in the Health & Fitness sector to users from over 100 countries. We help people achieve their health and fitness goals through the Workout Buddies program, where a team of mentors supports users with motivation, training, and a healthy lifestyle.
To make this support even more effective, we are looking for a Quality Control Lead — someone who will enhance communication, ensure service quality, and create the best possible experience for our clients.
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We are looking for a leader with the freedom to drive innovation, make decisions, and build efficient processes almost from scratch.
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Who will be your manager?
Your direct manager will be Eleonora. She built the Workout Buddies team from scratch, creating an efficient system that delivers high performance. Under her leadership, the team grew from handling 45 chats per month in January 2024 to over 5,000 chats per month today. Eleonora also developed the strategic roadmap for the program and successfully manages team leads across different regions.
What makes this role exciting:
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Impact on core product and monetization metrics. The Workout Buddies team directly influences user satisfaction, retention, and the financial performance of our products. You’ll be able to uncover insights from users and launch initiatives together with the marketing and product teams.
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High-impact challenges. You’ll dive into analyzing not just the quality of communication, but also how empathy shows up — and how it affects session length and CSAT.
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Room to bring your ideas to life. We don’t operate by the rule of “this is how it’s always been done.” Instead, we give space for ideas and rapid hypothesis testing. We believe the best solutions are born in action — not in endless approvals.
Your Responsibilities:
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Improve the efficiency of chat reviews to get an accurate picture of agent-user interactions.
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Identify the most common mistakes and develop strategies to fix them.
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Update the knowledge base so agents have quick access to important information.
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Automate processes to reduce routine tasks.
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Conduct training sessions and support the growth of the QC team.
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Analyze review data, identify weaknesses, and suggest ways to improve team performance and efficiency.
Key requirements:
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Fluent English (Upper-Intermediate or higher).
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Experience in Quality Control and team management.
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Strong communication skills.
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Analytical mindset: ability to work with data, spot patterns, and draw conclusions.
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Experience in developing and implementing efficient processes.
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Knowledge of knowledge bases and QC automation tools.
Working with Uniwell means:
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5/2 schedule and a remote work format to help you balance work and personal life.
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Paid vacation and sick leave for recovery and well-being.
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Health & Fitness products that impact millions of people.
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Medical insurance for your safety and peace of mind.
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The opportunity to implement your ideas to improve our services.
Recruitment Process:
Recruiter interview → Technical interview → Test task → Final interview.
If you’re excited about making a real impact on people’s lives, Uniwell is the place for you!
Send us your CV and take the first step toward a career that truly matters 😊