Business Intelligence Analyst 3

Twilio Inc.

Job Overview

Location

Remote - Colombia

Job Type

Full-time

Full Job Description

📋 Description

• As Twilio's next Business Intelligence Analyst 3, you will be instrumental in shaping the future of our Global Operations by leading critical quality assurance initiatives and driving strategic improvements. This role is pivotal in ensuring Twilio continues to deliver exceptional customer experiences through data-driven insights and optimized processes.
• You will spearhead the design and implementation of comprehensive quality assurance frameworks and methodologies. This involves developing robust strategies that span across multiple frontline channels, ensuring consistency and excellence in every customer interaction.
• A key aspect of your role will be to mentor and develop frontline employees. You will facilitate knowledge transfer through targeted coaching and feedback programs, empowering team members to achieve higher performance standards and contribute to a culture of continuous improvement.
• You will be responsible for generating actionable insights from complex performance data. This requires a deep dive into various data sets to identify trends, patterns, and opportunities for enhancement, translating raw data into strategic recommendations.
• Collaboration is at the heart of this position. You will work closely with cross-functional teams, including operations, product, and engineering, to establish and uphold quality standards and best practices for all customer interactions.
• A significant part of your contribution will involve performing advanced trend analysis. This proactive approach allows us to identify potential areas for enhancement before they impact customer satisfaction, ensuring we stay ahead of evolving needs.
• You will leverage your expertise to enhance customer experience by applying advanced analytics, driving process optimization, and fostering strong cross-functional partnerships. Your work will directly contribute to elevating Twilio's support quality standards.
• This role demands a seasoned professional who can expertly balance tactical execution with strategic thinking. You will be expected to manage day-to-day quality operations while also contributing to the long-term vision for operational excellence.
• You will analyze customer feedback and operational metrics to identify root causes of quality issues and develop targeted solutions.
• You will contribute to the development and refinement of key performance indicators (KPIs) related to quality and customer satisfaction.
• You will create and maintain documentation for quality assurance processes, standards, and training materials.
• You will present findings and recommendations to leadership, effectively communicating complex analytical results in a clear and concise manner.
• You will stay abreast of industry best practices in quality assurance and business intelligence, bringing innovative ideas to Twilio.
• Your role will involve working with various tools and platforms to collect, analyze, and report on data, ensuring the integrity and accuracy of information used for decision-making.
• You will play a crucial role in fostering a culture of quality and continuous improvement throughout the Global Operations team.
• By driving these initiatives, you will directly impact Twilio's ability to scale its operations effectively while maintaining high levels of customer satisfaction and loyalty.
• This is an opportunity to make a significant impact in a fast-paced, innovative company that is a leader in the communications technology space.
• You will be part of a remote-first organization that values diversity, inclusion, and employee growth, offering a unique opportunity to contribute to a global team from Colombia.
• Your analytical prowess and strategic mindset will be key in identifying opportunities to improve efficiency, reduce costs, and enhance the overall customer journey.
• You will be a trusted advisor to leadership, providing data-backed insights that inform critical business decisions.
• This role is designed for someone who is passionate about quality, driven by data, and eager to contribute to a company that is revolutionizing how the world interacts.

🎯 Requirements

• Bachelor's degree in Business, Computer Science, or equivalent professional experience.
• 2+ years of experience in Quality Assurance or a similar analytical role with demonstrated leadership responsibilities.
• Advanced proficiency with quality management platforms (e.g., Zendesk, G Suite) and data analysis tools.
• Proven ability to manage multiple projects simultaneously while maintaining confidentiality and exercising sound judgment.
• Strong analytical skills with experience in statistical analysis and reporting to executive stakeholders.

🏖️ Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Comprehensive healthcare.
• Retirement savings program.
• Opportunities for professional development and growth in a remote-first environment.

Skills & Technologies

Remote

Degree Required

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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