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Role Description

We are seeking a detail-oriented and analytical Operations Analyst to join our client's team (an industry-leading, VC-backed B2B healthcare startup creating an AI voice call center agent for clinics) and play a crucial role in their daily call analysis and reporting processes. This startup has raised over $100M in venture capital funding and has quickly become a leader in their industry.

As an Operations Analyst, you will be responsible for:

• Reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and clients.
• Maintaining service quality and driving continuous improvement in operations.
• Working closely with various departments, including customer service, quality assurance, and product development.

Qualifications

• Bachelor's degree in Business Administration, Data Analytics, or related field
• 4+ years of experience in operations, quality assurance, or customer service / call center environments
• Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programs (Bonus)
• 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

Requirements

• 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

Benefits

• Competitive pay, always in US dollars
• Work remotely from the comfort of your home
• Health & wellness benefit
• Paid holidays and time off
• Performance and referral bonuses
• Global exposure to the world’s best companies