BusinessAnalystJunior+

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 improvemen