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Tuning Business Analyst (Spanish) in Omaha at PayPal

Date Posted: 10/23/2020

Job Snapshot

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Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 325 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

As a member of the Complaints Tuning team, you will support the Global Complaints Management Program administered by the First Line of Defense (FLOD) Center of Excellence. Your primary responsibilities will be to continuously strengthen the process and the technology used to identify and reduce voice and text complaints across the PayPal brands.

Core Duties:

  • Develop relationships across the PayPal organization to understand, anticipate and facilitate end-to-end complaints identification processes; engage in strategic discussions to proactively identify opportunities to reduce customer pain points, leverage complaint data to influence planning processes
  • Create and maintain data, analytics, queries and documents to support the identification of relevant phrases and words to improve the Complaints Program tuning process (both speech and text)
  • Analyze data and reporting to determine necessary changes to the identification of complaints; analyze outliers to determine best course of action and communicate to partners changes that are needed to ensure proper compliance
  • Maintain a thorough understanding of customer sentiment and complaint drivers across all PayPal Brands and functional areas.
  • Interest in modern technologies including Artificial Intelligence/Machine Learning, Natural Language Processing, Transliteration and Automated Voice Transcription among others
  • Preparation and delivery of regular reports and presentations related to the complaints program;
  • Develop an understanding of the PayPal business, its products and its customers


  • Spanish Language
  • Adaptability
  • Attention to Detail
  • Building Partnerships
  • Continuous Learning
  • Critical Thinking
  • Dealing with Ambiguity
  • Decision Making and Decision Quality
  • Drive for Results
  • Formal Presentation Skills
  • Relationship Building
  • Executive Presence
  • Voice and Text Analytics
  • Process Management

Prerequisite Knowledge and Proficiencies:

  • Strong analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, effectively assess risk, and identify operational efficiencies. Ability to determine best course of action/make sound recommendations
  • Self-motivated.  Must be able to work in a fast-paced environment with frequent interruptions and work effectively under the pressure of deadlines.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational skills.
  • Solid communication skills, both written and verbal, and the ability to communicate with several stakeholders.
  • Ability to establish and maintain harmonious working relationships with co-workers and other business units.
  • Command of Spanish language


  • 3+ years professional relevant work experience required
  • PayPal business understanding is preferred
  • Analytics experience is preferred

Educational Requirements:

  • BS/BA Degree or educational equivalent

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits
  • Competitive salary
  • Savings plans with company match / Employee Stock Purchase Plan
  • Generous time off policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential
  • Community fundraising and volunteer opportunities
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at



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