Business Intelligence Analyst 3

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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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.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.