Business Intelligence Analyst 3

See yourself at TwilioJoin the team as Twilio’s next Business Intelligence Analyst 3.About the jobThis 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.ResponsibilitiesIn this role, you’ll:Design and implement comprehensive quality assurance frameworks and methodologies across multiple frontline channelsMentor frontline employees and facilitate knowledge transfer through coaching and feedback programsGenerate actionable insights from complex performance data to drive strategic decision-making and process improvementsCollaborate with cross-functional teams to establish quality standards and best practices for customer interactionsPerform advanced trend analysis to proactively identify areas for enhancementQualifications 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 experience2+ years of experience in Quality Assurance or similar analytical role with demonstrated leadership responsibilitiesAdvanced proficiency with quality management platforms (Zendesk, G Suite) and data analysis toolsDesired:Proven ability to manage multiple projects simultaneously while maintaining confidentiality and exercising sound judgmentExperience developing and implementing quality frameworks or process improvement initiativesExceptional communication skills with ability to influence and collaborate across all organizational levelsExperience providing coaching and feedback in professional settings with proven ability to drive performance improvementsStrong analytical skills with experience in statistical analysis and reporting to executive stakeholdersLocation 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 OfferWorking 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.