You will be the primary analytics point of reference on the Operations team, responsible for ensuring the reliability of metrics and turning data into strategic decisions that support the operation's scaling.
Data Governance: Structure and ensure the reliability of operational metrics (such as automation rate, CPT, FCR and reopen rate), establishing a single source of truth and eliminating inconsistencies in reported data.
Analysis & Diagnosis: Identify cost and efficiency drivers across the operation, conduct root-cause analyses and propose data-driven improvement hypotheses.
Monitoring & Scaling: Build operational dashboards used by leadership and implement real-time monitoring (with alerts), enabling fast, well-informed decisions.
Strategic Partnership: Work closely with leadership, CX, Engineering and Finance, translating complex analyses into clear, actionable recommendations for high-impact decisions.

Advanced proficiency in SQL (CTEs, complex joins, query modeling and optimization);
Experience with BI tools (Looker, Metabase, Tableau, Power BI), including building and maintaining dashboards;
Experience defining and governing operational KPIs;
Ability to work autonomously, challenge data and ensure metric consistency;
Experience communicating analyses in an executive-friendly way to leadership and diverse stakeholders;
Ability to influence multiple teams (Engineering, CX, Finance, leadership) toward data-driven decisions;
Analytical mindset with a strong focus on accuracy and data reliability.

Competitive compensation at the higher end of the market;
Annual learning budget;
Health insurance 100% paid by Zippi for you and dependents up to 18 years old. For spouses and partners, we cover 50% of the premium;
Childcare allowance for children up to 6 years old;
Meal allowance via Caju;
Flexible vacation;
Access to Wellhub and Zenklub;
100% remote work.

Business Analyst – Ops

Key skills