Operational Excellence Analyst

Tala; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tala is seeking an Operational Excellence Analyst to leverage AI-driven coverage and human insights to uncover deepest customer pain points, sentiment trends, and brand gaps overlooked by sampling.

You will analyze full-scale interactions, correlate sentiment shifts with updates, and propose process improvements in collaboration with Product and Process teams. This role requires empathy, clear communication with senior leadership, and a consumer-centric mindset.

Qualifications

• Interpreting sentiment data and conversational nuances at scale.
• Present complex qualitative findings to senior leadership.
• Understanding consumer behavior and psychological drivers.

Responsibilities

• Identify friction points in the customer journey that lead to churn or failed resolutions.
• Track sentiment changes over time and correlate with product updates or campaigns.
• Collaborate with Product and Process teams to redesign scripts or workflows based on VoC findings.
• Conduct targeted qualitative audits on high-value or edge-case interactions needing deeper human review.
• Map quality behaviors to CSAT/NPS to demonstrate ROI of quality initiatives.
• Deliver monthly research briefs to Growth and Product teams as the voice of the consumer.

Skills

Qualitative analysis

Communication

Empathy & insight

Job description

About the Role

The Operational Excellence Analyst will utilize the 100% coverage provided by AI to identify deep-seated customer pain points, sentiment trends, and brand adherence gaps that manual sampling missed.

What You'll Do

• Deep-Dive Research: Analyze full-scale interaction data to identify recurring "friction points" in the customer journey that lead to churn or recovery failures.
• Sentiment Trend Analysis: Track changes in customer sentiment over time, correlating shifts with product updates, marketing campaigns, or macro-economic factors.
• Process Improvement Proposals: Collaborate with Product and Process teams to redesign scripts or workflows based on Voice of the Customer (VoC) findings.
• Behavioral Auditing: Perform targeted qualitative audits on high-value or "edge case" interactions that require a deeper human touch beyond standard AI scoring.
• CSAT/NPS Correlation: Map quality behaviors (e.g., empathy, resolution speed) to customer satisfaction scores to prove the ROI of quality initiatives.
• Reporting & Presentation: Deliver monthly research briefs to the Growth and Product teams, serving as the "voice" of the consumer within the business.

What You'll Need

• Qualitative Analysis: Interpreting sentiment data and conversational nuances at scale.
• Communication: Excellent skills to present complex qualitative findings to senior leadership.
• Empathy & Insight: Strong understanding of consumer behavior and psychological drivers.

We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.