Business Intelligence Analyst 3
See yourself at Twilio
Join the team as Twilio’s next Business Intelligence Analyst 3.
About the job
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.
Responsibilities
In this role, you’ll:
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
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
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
Desired:
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
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
About the job
Apply for this position
Business Intelligence Analyst 3
See yourself at Twilio
Join the team as Twilio’s next Business Intelligence Analyst 3.
About the job
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.
Responsibilities
In this role, you’ll:
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
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
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
Desired:
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
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.