Analyst 

Job Description

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
• 5+ years of experience in operations, quality assurance, or customer service / call center environments
• Ability to overlap and work from 5:00am to 5:00pm in US Pacific Time (Monday through Friday) – this is 12 hours per day
• 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

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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