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

Challenges that await you:

• Deeply understanding Customer Care processes and the day-to-day work of operational teams
• Analyzing quality, retention, and operational performance metrics to identify improvement opportunities
• Investigating process inefficiencies, customer pain points, and root causes behind operational issues
• Conducting research and validating hypotheses aimed at improving customer experience and retention
• Working closely with Quality Analytics and Training teams to improve service quality and operational effectiveness
• Defining and tracking key metrics related to customer satisfaction, service quality, retention, and agent performance
• Translating business needs into clear requirements, user stories, and specifications for development teams
• Participating in the design and improvement of internal tools, CRM workflows, and agent-facing interfaces
• Measuring the impact of product and process changes on customer and operational metrics
• Supporting the evolution of retention processes, quality standards, operational procedures, and internal documentation
• Collaborating with Product, Engineering, Analytics, Operations, and Training teams to align priorities and drive improvements

 

What makes you a great fit:

• 1–2 years of experience in Business Analysis
• Bachelor's degree in Engineering, Mathematics, Computer Science, Economics, or another quantitative field
• Experience gathering and documenting business requirements
• Strong analytical and structured thinking skills
• Process-oriented mindset with the ability to identify inefficiencies and improvement opportunities
• Ability to investigate problems, formulate hypotheses, and validate solutions using data
• Strong communication and stakeholder management skills
• Ability to work effectively in a highly ambiguous and fast-changing environment
• B2 or higher English level for effective communication with an international team
• Willingness to learn Spanish and reach B1 level within 1–1.5 years

 

Your bonus skills:

• Experience working with data and performance metrics
• Familiarity with statistics, probability theory, and hypothesis testing
  
  

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions

• Honest Feedback: valuing open, transparent communication

• Supportive Team: a strong, collaborative community

• Celebrating Achievements: recognizing our wins together

• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to Mexico with assistance for the employee and their family

• Flexible work from our office

• Healthcare Coverage

• Education Budget: Language lessons, professional training and certifications

• Wellness Budget: Mental health and fitness activity reimbursements

• Vacation policy: 20 days of annual leave and paid sick leave