*):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-scroll-anchor="false" data-testid="conversation-turn-84" data-turn="assistant" data-turn-id="request-69a*****-dc2c-****-a*******ccaedc******" data-turn-id-container="request-69a*****-dc2c-****-a*******ccaedc******">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 teamsAnalyzing quality, retention, and operational performance metrics to identify improvement opportunitiesInvestigating process inefficiencies, customer pain points, and root causes behind operational issuesConducting research and validating hypotheses aimed at improving customer experience and retentionWorking closely with Quality Analytics and Training teams to improve service quality and operational effectivenessDefining and tracking key metrics related to customer satisfaction, service quality, retention, and agent performanceTranslating business needs into clear requirements, user stories, and specifications for development teamsParticipating in the design and improvement of internal tools, CRM workflows, and agent-facing interfacesMeasuring the impact of product and process changes on customer and operational metricsSupporting the evolution of retention processes, quality standards, operational procedures, and internal documentationCollaborating 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 AnalysisBachelor's degree in Engineering, Mathematics, Computer Science, Economics, or another quantitative fieldExperience gathering and documenting business requirementsStrong analytical and structured thinking skillsProcess-oriented mindset with the ability to identify inefficiencies and improvement opportunitiesAbility to investigate problems, formulate hypotheses, and validate solutions using dataStrong communication and stakeholder management skillsAbility to work effectively in a highly ambiguous and fast-changing environmentB2 or higher English level for effective communication with an international teamWillingness to learn Spanish and reach B1 level within 1–1.5 years Your bonus skills:Experience working with data and performance metricsFamiliarity with statistics, probability theory, and hypothesis testingOur ways of working:Innovative Spirit: A commitment to creativity and groundbreaking solutionsHonest Feedback: valuing open, transparent communicationSupportive Team: a strong, collaborative communityCelebrating Achievements: recognizing our wins togetherHigh-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent financesOur benefits:Relocation support to Mexico with assistance for the employee and their familyFlexible work from one of our offices or remoteHealthcare CoverageEducation Budget: Language lessons, professional training and certificationsWellness Budget: Mental health and fitness activity reimbursementsVacation policy: 20 days of annual leave and paid sick leave

📌 Business Analyst Junior+ [Customer Care - Quality & Retention] (Xico)
🏢 Plata Card
📍 Xico