Analyst - Customer Service and Support Analytics

Summary

Join Tala, a leading fintech company, as a Customer Service and Support Analytics Analyst. In this critical role, you will identify business needs, analyze data and processes, and recommend solutions to enhance operational efficiency and customer experience. You will perform business and operational gap analyses, develop dashboards and data collection systems, and conduct performance trend analyses. You will also support vendor management by assisting with account processing, cost-benefit analyses, and performance reporting. This position requires strong analytical skills, proficiency in various software tools, and excellent communication abilities. The ideal candidate will have a Bachelor's degree and 1-2 years of experience in a similar role. Tala offers a remote-first work approach and a diverse, inclusive global team.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field
• 1–2 years of experience as a Business Analyst or in a similar role
• Strong understanding of business process modeling, data analysis, and documentation techniques
• Proficient in Excel, SQL, Power BI/Tableau, and project management tools (e.g., JIRA, Asana)
• Familiar with Microsoft Office and Google Workspace
• Working knowledge of dialer administration and reporting tools
• Excellent verbal and written communication skills
• Strong organization, planning, and problem-solving abilities
• Solid knowledge of SQL and relational databases
• Experience with self-service BI tools (e.g., Tableau, Power BI, Looker, Data Studio)
• Ability to work independently and with minimal supervision
• Flexibility to work on shifting schedules
• Strong prioritization skills and ability to meet tight deadlines
• Adaptability to quickly respond to changing business needs

Responsibilities

• Perform routine business and operational gap analyses, impact assessments, and root cause investigations (e.g., statistical analysis, predictive modeling, and data mining) to deliver business support and data-driven recommendations
• Analyze business processes and recommend improvements to increase efficiency and effectiveness
• Develop and implement datasets, dashboards, data collection systems, and analytics strategies to support data-driven decision-making
• Conduct performance trend analyses and propose actionable items to enhance operational efficiency
• Support project delivery through active participation in planning, testing, and implementation activities
• Facilitate meetings and workshops with cross-functional teams to gather requirements or present findings
• Ensure that all solutions align with business goals, regulatory requirements, and best practices
• Assist in account endorsement processing for third-party service providers
• Conduct cost-benefit analyses and support invoice processing
• Regularly update vendor performance reports, invoicing records, and commission tracking

Preferred Qualifications

• Familiarity with statistical programming languages (R, Python) and their use in data analysis is a plus
• Knowledge of contact center fundamentals would be an advantage
• Experience with Agile, Scrum, or other project management methodologies preferred

Benefits

Remote-first approach