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 retention processes, quality standards, operational procedures, and internal documentation Collaborating with Product, Engineering, Analytics, Operations, and Training teams to align priorities and drive improvements 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 Ability to investigate problems, formulate hypotheses, and validate solutions using data B2 or higher English level Spanish Experience working with data and performance metrics Familiarity with statistics, probability theory, and hypothesis testing Relocation support Adaptable work from one of our offices or remote Healthcare Coverage Education Budget: Language lessons, professional training and certifications Wellness Budget:

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