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We are looking for a Business Analyst to join the Quality & Retention stream within Customer Care.
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.
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. 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.
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.
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