Operational Excellence Analyst

About the role

Tala is seeking an analyst to evaluate customer interactions using our AI-driven infrastructure. You will translate consumer feedback into actionable improvements for our global financial products.

Key facts

What you'll do

• Examine comprehensive interaction datasets to pinpoint specific obstacles causing customer churn or recovery issues.
• Monitor shifts in consumer sentiment and link these changes to product releases, marketing activities, or economic conditions.
• Work with Product and Process departments to refine workflows and communication scripts using Voice of the Customer data.
• Conduct manual qualitative audits on complex or high-value interactions that exceed the scope of automated scoring.
• Link quality metrics like resolution speed and empathy to CSAT and NPS scores to demonstrate the value of quality programs.
• Prepare and present monthly research summaries to Product and Growth teams to represent the consumer perspective.

Requirements

• Proficiency in qualitative analysis, specifically interpreting conversational nuances and sentiment at a large scale.
• Strong communication abilities to explain intricate research findings to executive leadership.
• Deep understanding of consumer psychology and behavioral drivers.

Skills & tools

• Qualitative data analysis
• Sentiment trend tracking
• Behavioral auditing
• CSAT and NPS correlation modeling
• Executive reporting and presentation