Analyst - Customer Service and Support Analytics

Overview About Tala Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With significant funding and recognition, we are serving millions of customers across three continents. Tala has been named to multiple industry lists and awards, and we are expanding across product offerings, countries, and crypto. We are looking for people who have an entrepreneurial spirit and are passionate about our mission. By creating a platform that enables lending and other financial services around the globe, people in emerging markets can start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. We operate with a remote-first approach and maintain offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, Philippines; and Bangalore, India. Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you About the Role The Customer Service and Support Analytics Analyst plays a critical role in identifying business needs, analyzing data and processes, and recommending solutions that drive operational efficiency, enhance customer experience, and support strategic objectives. What You'll Do Business Analytics – Perform routine business and operational gap analyses, impact assessments, and root cause investigations (e.g., statistical analysis, predictive modeling, and data mining) to deliver 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. Vendor Management Support – 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. What You'll Bring 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). Familiarity with statistical programming languages (R, Python) and their use in data analysis is a plus. 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. Knowledge of contact center fundamentals would be an advantage. Experience with Agile, Scrum, or other project management methodologies preferred. Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation, and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experiences. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr