Business Intelligence Analyst 3

<div class="content-intro"><p><strong>Who we are </strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent"> hundreds of thousands of businesses </a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, 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.<br><br>We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.</p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Business Intelligence Analyst 3.</p> <p><strong>About the job</strong></p> <p>This position is needed to lead quality assurance initiatives and drive strategic improvements across Global Operations. </p> <p>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.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Design and implement comprehensive quality assurance frameworks and methodologies across multiple frontline channels</li> <li>Mentor frontline employees and facilitate knowledge transfer through coaching and feedback programs</li> <li>Generate actionable insights from complex performance data to drive strategic decision-making and process improvements</li> <li>Collaborate with cross-functional teams to establish quality standards and best practices for customer interactions</li> <li>Perform advanced trend analysis to proactively identify areas for enhancement</li> </ul> <p><strong>Qualifications </strong></p> <p>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!</p> <p><strong>*Required:</strong></p> <ul> <li>Bachelor's degree in Business, Computer Science, or equivalent professional experience</li> <li>2+ years of experience in Quality Assurance or similar analytical role with demonstrated leadership responsibilities</li> <li>Advanced proficiency with quality management platforms (Zendesk, G Suite) and data analysis tools</li> </ul> <p><strong>Desired:</strong></p> <ul> < ... (truncated, view full listing at source)