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Stytch Logo Stytch · IT - Software Development

Business Intelligence Analyst 3

Colombia · Job Posted March 25, 2026
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Job Description

This position is needed to lead quality assurance initiatives and drive strategic improvements across Global Operations. You'll spearhead comprehensive quality programs, mentor team members, and collaborate with leadership to enhance customer experience through advanced analytics, process optimization, and cross-functional partnership. This role requires a seasoned professional who can balance tactical execution with strategic thinking to elevate Twilio's support quality standards.

Job Responsibility

  • Design and implement comprehensive quality assurance frameworks and methodologies across multiple frontline channels
  • Mentor frontline employees and facilitate knowledge transfer through coaching and feedback programs
  • Generate actionable insights from complex performance data to drive strategic decision-making and process improvements
  • Collaborate with cross-functional teams to establish quality standards and best practices for customer interactions
  • Perform advanced trend analysis to proactively identify areas for enhancement

Requirements

  • Bachelor's degree in Business, Computer Science, or equivalent professional experience
  • 2+ years of experience in Quality Assurance or similar analytical role with demonstrated leadership responsibilities
  • Advanced proficiency with quality management platforms (Zendesk, G Suite) and data analysis tools

Nice to have

  • Proven ability to manage multiple projects simultaneously while maintaining confidentiality and exercising sound judgment
  • Experience developing and implementing quality frameworks or process improvement initiatives
  • Exceptional communication skills with ability to influence and collaborate across all organizational levels
  • Experience providing coaching and feedback in professional settings with proven ability to drive performance improvements
  • Strong analytical skills with experience in statistical analysis and reporting to executive stakeholders

What we offer

  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
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