Description:

Job Title: Customer Service Business Analyst

At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!

Why iVisa?

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
• Truly remote-first work environment: work from anywhere or everywhere – we encourage global travel.
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above.

As a Customer Service Business Analyst, you’ll be responsible for:

• Analyze data from customer service contacts identifying opportunities in CSAT (Customer Satisfaction), Conversations times, Conversation volumes, and contact rate.
• Analyze data from orders to identify opportunities in customer experience. NPS (Net Promoter Score), Refunds, Customer on time, public reviews, etc
• Find patterns in customer contacts and deep dive into customer behaviors.
• Create analysis frameworks and Dashboards for KPI monitoring.
• Deliver insights and reports for the Customer service team with actionable improvements for operational performance
• Deliver insights and reports for iVisa management (Product, OPS, Tech & Growth teams) with actionable improvements for Customer Experience
• Manage and track the initiatives proposed through the Customer Service and Customer Experience reports

What will make us choose you?

• +2 years of relevant experience (Business intelligence, business analysis, data analysis)
• Experience with reporting business opportunities based on data
• Bachelor’s degree in Business, Economics, or Engineering.
• More than a year of experience in similar positions.
• Advanced Excel/Sheets skills.
• Experience working with Tableau/PBI or similar platforms
• Advanced English skills.

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.