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-69a81928-dc2c-8327-a717-201ccaedc212-19" data-turn-id-container="request-69a81928-dc2c-8327-a717-201ccaedc212-19" We are looking for a
Business Analyst
Quality & Retention
Customer Care .
The team is responsible for developing quality management and customer retention capabilities across the support organization. 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.
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
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
Supporting the evolution of ret

📌 Business Analyst Junior+ (Santa Cruz de Rosales)
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📍 Santa Cruz de Rosales