Analyst - Customer Service and Support Analytics

3 days ago

Manila, National Capital Region, Philippines Tala Full time $60,000 - $80,000 per year
About Tala
At Tala, we're applying advanced technology and human creativity to solve what legacy institutions can't or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today's financial infrastructure doesn't work for most of the world's population.

Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC's Disruptor 50 for five years. CNBC's World's Top Fintech Companies for two consecutive years. Forbes' Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the 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 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.

  • 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 experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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