Business Analyst Junior+ [Customer Care - Quality & Retention]

<div class="qMYqUG_convSearchResultHighlightRoot"> <div class="" data-turn-id-container="request-69a81928-dc2c-8327-a717-201ccaedc212-19" data-is-intersecting="true"> <section class="text-token-text-primary w-full focus:outline-none has-data-writing-block:pointer-events-none [&amp;:has([data-writing-block])>*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-69a81928-dc2c-8327-a717-201ccaedc212-19" data-turn-id-container="request-69a81928-dc2c-8327-a717-201ccaedc212-19" data-testid="conversation-turn-84" data-scroll-anchor="false" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn"> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&amp;]:mt-1" data-message-author-role="assistant" data-message-id="02a73bb8-5f70-429c-80cc-24a77e3816e0" data-message-model-slug="gpt-5-5" data-turn-start-message="true"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="markdown prose dark:prose-invert wrap-break-word w-full light markdown-new-styling"> <p data-start="134" data-end="240">We are looking for a <strong data-start="155" data-end="175">Business Analyst</strong> to join the <strong data-start="188" data-end="211">Quality &amp; Retention</strong> stream within <strong>Customer Care</strong>.</p> <p data-start="242" data-end="561">The team is responsible for developing quality management and customer retention capabilities across the support organization. As both directions are still actively evolving, you will have the opportunity to influence how processes, metrics, operational workflows, and internal tools are built and scaled in the future.</p> <p data-start="563" data-end="899">In this role, you will work at the intersection of operations, analytics, training, and product development. Your primary focus will be identifying opportunities to improve customer experience and operational efficiency by analyzing processes, investigating root causes, validating hypotheses, and launching improvement initiatives.&nbsp;You will collaborate closely with operational teams, Quality Analytics, Training, Product, and Engineering, while having a direct impact on key Customer Care metrics, including service quality, customer satisfaction (CSAT), retention, and agent effectiveness.</p> <p data-start="1162" data-end="1345" data-is-last-node="" data-is-only-node="">This role offers significant ownership and visibility, but also requires comfort operating in an environment with high ambiguity, evolving processes, and a strong discovery component.</p> <p data-start="1162" data-end="1345" data-is-last-node="" data-is-only-node="">&nbsp;</p> <p data-start="1162" data-end="1345" data-is-last-node="" data-is-only-node="">&nbsp;</p> </div> </div> </div> </div> </div> </div> </section> </div> </div> <p><strong data-renderer-mark="true">Challenges that await you:</strong></p> <ul> <li>Deeply understanding Customer Care processes and the day-to-day work of operational teams</li> <li>Analyzing quality, retention, and operational performance metrics to identify improvement opportunities</li> <li>Investigating process inefficiencies, customer pain points, and root causes behind operational issues</li> <li>Conducting research and validating hypotheses aimed at improving customer experience and retention</li> <li>Working closely with Quality Analytics and Training teams to improve service quality and operational effectiveness</li> <li>Defining and tracking key metrics related to customer satisfaction, service quality, retention, and agent performance</li> <li>Translating business needs into clear requirements, user stories, and specifications for development teams</li> <li>Participating in the design and improvement of internal tools, CRM workflows, and agent-facing interfaces</li> <li>Measuring the impact of product and process changes on customer and operational metrics</li> <li>Supporting the evolution of retention processes, quality standards, operational procedures, and internal documentation</li> <li>Collaborating with Product, Engineering, Analytics, Operations, and Training teams to align priorities and drive improvements</li> </ul> <p>&nbsp;</p> <p data-renderer-start-pos="6102"><strong data-renderer-mark="true">What makes you a great fit:</strong></p> <ul> <li>1–2 years of experience in Business Analysis</li> <li>Bachelor's degree in Engineering, Mathematics, Computer Science, Economics, or another quantitative field</li> <li>Experience gathering and documenting business requirements</li> <li>Strong analytical and structured thinking skills</li> <li>Process-oriented mindset with the ability to identify inefficiencies and improvement opportunities</li> <li>Ability to investigate problems, formulate hypotheses, and validate solutions using data</li> <li>Strong communication and stakeholder management skills</li> <li>Ability to work effectively in a highly ambiguous and fast-changing environment</li> <li><strong>B2 or higher English level</strong> for effective communication with an international team</li> <li>Willingness to learn <strong>Spanish</strong> and reach <strong>B1 level within 1–1.5 years</strong></li> </ul> <p>&nbsp;</p> <p data-renderer-start-pos="6259"><strong data-renderer-mark="true">Your bonus skills:</strong></p> <ul> <li>Experience working with data and performance metrics</li> <li>Familiarity with statistics, probability theory, and hypothesis testing<br><br></li> </ul> <p data-renderer-start-pos="6325"><strong data-renderer-mark="true">Our ways of working:</strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="6349"><strong data-renderer-mark="true">Innovative Spirit:</strong> A commitment to creativity and groundbreaking solutions</p> </li> <li> <p data-renderer-start-pos="6427"><strong data-renderer-mark="true">Honest Feedback: </strong>valuing open, transparent communication</p> </li> <li> <p data-renderer-start-pos="6487"><strong data-renderer-mark="true">Supportive Team:</strong> a strong, collaborative community</p> </li> <li> <p data-renderer-start-pos="6541"><strong data-renderer-mark="true">Celebrating Achievements: </strong>recognizing our wins together</p> </li> <li> <p data-renderer-start-pos="6600"><strong data-renderer-mark="true">High-Tech Environment: </strong>a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances</p> </li> </ul> <p data-renderer-start-pos="6731"><strong data-renderer-mark="true">Our benefits:</strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="6748"><strong data-renderer-mark="true">Relocation support</strong> to Mexico with assistance for the employee and their family</p> </li> <li> <p data-renderer-start-pos="6888"><strong data-renderer-mark="true">Flexible work</strong> from one of our offices or remote</p> </li> <li> <p data-renderer-start-pos="6939"><strong data-renderer-mark="true">Healthcare Coverage</strong></p> </li> <li> <p data-renderer-start-pos="6962"><strong data-renderer-mark="true">Education Budget:</strong> Language lessons, professional training and certifications</p> </li> <li> <p data-renderer-start-pos="7042"><strong data-renderer-mark="true">Wellness Budget:</strong> Mental health and fitness activity reimbursements</p> </li> <li> <p data-renderer-start-pos="7112"><strong data-renderer-mark="true">Vacation policy:</strong> 20 days of annual leave and paid sick leave</p> </li> </ul>