The Operations Analyst will be responsible for reviewing customer calls to identify issues and trends, preparing comprehensive reports for internal teams and clients, and collaborating with various departments to utilize call analysis insights effectively.
Please note: this job description is subject to change based on additional input from our client.
ABOUT US Pomelo places the best offshore talent with leading brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.
ABOUT THE ROLE We are seeking a detail-oriented and analytical Operations Analyst to join our client's team (an industry-leading, VC-backed B2B healthcare startup creating an AI voice call center agent for clinics) and play a crucial role in their daily call analysis and reporting processes. This startup has raised over $100M in venture capital funding and has quickly become a leader in their industry.
As an Operations Analyst, you will be responsible for reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and clients. This role is critical in maintaining service quality and driving continuous improvement in operations. You will have the opportunity to work closely with various departments, including customer service, quality assurance, and product development, to ensure that insights from call analysis are effectively utilized across the organization.
KEY RESPONSIBILITIES
Analyze customer calls for quality, compliance, and issue identification
Prepare detailed reports on call performance, trends, and areas for improvement
Communicate findings to internal teams and clients through well-structured reports
Collaborate with the quality assurance team to develop and refine call evaluation criteria
Identify opportunities for improvement and efficiency gains in our technology
Assist in the creation and maintenance of dashboards for real-time performance monitoring
Contribute to the continuous improvement of our call analysis and reporting tools and methodologies
Perform ad hoc administrative, business operations, and special project tasks as needed
QUALIFICATIONS
Bachelor's degree in Business Administration, Data Analytics, or related field
4+ years of experience in operations, quality assurance, or customer service / call center environments
BONUS: Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programs
Proficiency in data analysis tools (e.g., Excel, Google Sheets, SQL)
Detail-oriented with a keen eye for identifying patterns and anomalies in data
Strong analytical skills with the ability to interpret complex data and derive actionable insights
Incredibly disciplined and productive, able to maintain high output even when handling seemingly mundane tasks
Excellent written and verbal communication skills
Ability to manage time effectively and meet daily reporting deadlines
Strong problem-solving skills and a proactive approach to addressing issues
Previous experience working the overnight/graveyard shift
Nice-to-have: experience with Gmail, Slack, Notion
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