Business Analyst Middle [Chat]
Plata Card · Osnabrück, Lower Saxony, Germany
Banking · 1,001-5,000 employees
About the role
The Business Analyst will enhance the performance and quality of the AI-powered Chat Bot by identifying gaps and establishing systematic quality assurance processes. They will also manage the full task lifecycle, translating product requirements into actionable specifications while collaborating with engineering and operations teams.
What they look for
Requirements
Candidates must have at least 3 years of experience as a Business or System Analyst in product or fintech environments. Strong analytical skills, proficiency in SQL, and the ability to communicate effectively in English are required.
Benefits
Full description
We are looking for a bold and proactive Business Analyst to join our Chat Team.
Chat Team is responsible for building and maintaining Chat for both customer and operational use across mobile and web platforms, including AI-powered Chat Bot solutions for customer support. Our main focus is on combining an outstanding customer experience, operational efficiency, and a highly engaging communication channel. As the company grows, our LLM-powered Chat Bot is becoming one of the key tools for scaling customer support — and we're looking for someone who will help us make it even better every day.
Challenges that await you:
- Enhance Support Chat Bot performance and quality, focusing on customer experience, operational cost efficiency and measurable improvements in resolution rate and response relevance
- Build quality assurance and coverage improvement processes — identify gaps, prioritize fixes, and establish a systematic approach to evaluating response quality
- Break down product ideas from Product Managers and stakeholders into clear, actionable tasks with well-defined acceptance criteria and edge cases
- Manage the full task lifecycle: gather and analyze requirements, write specifications, and collaborate with Engineering, Design, and Operations teams to deliver features
- Communicate with stakeholders to align expectations and clarify requirements, closely collaborate with Customer Service and Learning Experience product and OPS teams
- Conduct research and use data to evaluate feature performance and identify areas for improvement
- Maintain clear, structured, and up-to-date documentation
What makes you a great fit:
- 3+ year of experience as a Business Analyst or System Analyst in product, fintech, or operational environments
- Strong analytical and problem-solving skills, with the ability to gather, analyze, and align business requirements
- Experience writing specifications, creating development tasks, and supporting their implementation
- Basic technical background: able to write simple SQL queries, read logs, use Postman or similar tools
- Responsibility, proactivity, and ownership mindset
- Experience working across multiple teams and stakeholders
- B2 or higher English level for effective communication with an international team
Your bonus skills:
- Spanish at any level
- Experience with LLM projects
- Basic understanding of A/B testing and product/quality metrics
Our ways of working:
• Innovative Spirit: A commitment to creativity and groundbreaking solutions
• Honest Feedback: valuing open, transparent communication
• Supportive Team: a strong, collaborative community
• Celebrating Achievements: recognizing our wins together
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
Our benefits:
• Relocation support to one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their family
• Flexible work from one of our offices or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation policy: 20 days of annual leave and paid sick leave
