Tala

1 week ago

Operational Excellence Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Use AI-provided coverage to uncover customer friction points across the journey, track sentiment trends over time, and identify brand adherence gaps missed by manual sampling. Conduct qualitative audits on high-value and “edge case” interactions, connect customer quality behaviors to CSAT/NPS, and deliver monthly research briefs to Growth and Product. Collaborate with Product and Process teams to propose workflow and script improvements based on VoC findings.

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Analyze full-scale interaction data to identify customer “friction points” that lead to churn or recovery failures.
•Track sentiment trends over time and correlate changes with product updates, marketing campaigns, or macro-economic factors.
•Collaborate with Product and Process teams to redesign scripts or workflows using VoC findings.
•Perform targeted qualitative audits on high-value or “edge case” interactions requiring deeper human review.
•Map quality behaviors (e.g., empathy, resolution speed) to CSAT/NPS and deliver monthly research briefs to Growth and Product.

Key Requirements

•Strong qualitative analysis skills for interpreting sentiment data and conversational nuances at scale.
•Excellent communication ability to present complex qualitative findings to senior leadership.
•Strong understanding of consumer behavior and psychological drivers.
•Experience analyzing interaction data to identify recurring journey friction points.
•Ability to correlate sentiment and quality signals with customer outcomes such as churn recovery and CSAT/NPS.

Skills:CommunicationEmpathyQualitative analysis

Tech Stack:AI

Company Brief

Tala

Provides mobile-first financial services and credit to underserved consumers in emerging markets using alternative data and machine learning to underwrite microloans, payments, and savings products via a smartphone app.

Industry: Lending

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: Santa Monica, United States

Founded: 2011

Website

Loading job details...

Preparing the role view and application actions.

Tala

1 week ago

Operational Excellence Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Analyze full-scale interaction data to identify customer “friction points” that lead to churn or recovery failures.
•Track sentiment trends over time and correlate changes with product updates, marketing campaigns, or macro-economic factors.
•Collaborate with Product and Process teams to redesign scripts or workflows using VoC findings.
•Perform targeted qualitative audits on high-value or “edge case” interactions requiring deeper human review.
•Map quality behaviors (e.g., empathy, resolution speed) to CSAT/NPS and deliver monthly research briefs to Growth and Product.

Key Requirements

•Strong qualitative analysis skills for interpreting sentiment data and conversational nuances at scale.
•Excellent communication ability to present complex qualitative findings to senior leadership.
•Strong understanding of consumer behavior and psychological drivers.
•Experience analyzing interaction data to identify recurring journey friction points.
•Ability to correlate sentiment and quality signals with customer outcomes such as churn recovery and CSAT/NPS.

Skills:CommunicationEmpathyQualitative analysis

Tech Stack:AI

Company Brief

Tala

Industry: Lending

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: Santa Monica, United States

Founded: 2011

Website