About Pearl:
Pearl connects top talent from around the world with US and EU based startups that care about finding sharp and hungry talent that they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.
About the job
Role: Operations Analyst
Work schedule: Full Time | 40 hours per week | Monday to Friday, 8 AM to 6 PM Pacific Time
Type of Contract: Independent Contractor
Salary Range: up to 2,000 USD per month (depending upon skills and experience)
About the Role:
We are seeking a detail-oriented and analytical Operations Analyst to join our team and play a crucial role in our daily call analysis and reporting processes.
As our Operations Associate, you will be responsible for reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and our clients. This role is critical in maintaining our service quality and driving continuous improvement in our 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.
We offer competitive compensation, benefits, and the chance to grow with a dynamic, fast-paced company.
Duties and 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.
- Bachelor's degree in Business Administration, Data Analytics, or related field
- At least 2-3 years of experience in operations, quality assurance, or customer service environments
- Proficiency in data analysis tools like MS Excel, SQL, Tableau and PowerBi, project management tool like Jira and Slack
- Knowledge of healthcare-specific terminology
- Project management experience is a plus!
- 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
- Detail-oriented with a keen eye for identifying patterns and anomalies in data
- Ability to manage time effectively and meet daily reporting deadlines
- Strong problem-solving skills and a proactive approach to addressing issues
