Business Analyst Junior+ [Customer Care - Quality & Retention]

The Customer Care team plays a critical role in shaping how customers experience Plata. Beyond resolving issues, the team is responsible for ensuring consistently high service quality, improving customer satisfaction, and helping customers stay engaged with our products. We are looking for a Business Analyst to join the Quality & Retention stream within Customer Care. This team is responsible for developing quality management and customer retention capabilities across the support organization. Both directions are currently at an early stage of development, creating a unique opportunity to influence how processes, metrics, operational workflows, and internal tools will be built in the future. This role sits at the intersection of operations, analytics, training, and product development. 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 one of our offices or remote 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