ABOUT US Pomelo places the best offshore talent with leading brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate. ABOUT THE ROLE 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. This role is critical in maintaining service quality and driving continuous improvement in 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. KEY 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

QUALIFICATIONS

• 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) - this is 12 hours per day

• BONUS: Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programs

• 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

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