Operations Analyst
New
P
PomeloHealthcare AI
Philippines, 5:00am to 5:00pm US Pacific Time (Monday through Friday)Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLData AnalysisMicrosoft ExcelQuality AssuranceGoogle Sheets
Requirements
- 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)
- Proficiency in data analysis tools (e.g., Excel, Google Sheets, SQL)
- Strong analytical skills with the ability to interpret complex data and derive actionable insights
- 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
- Experience with call center operations or customer service metrics (bonus)
- Knowledge of healthcare-specific terminology (bonus)
- Experience in developing and delivering training programs (bonus)
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
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