Operations Analyst (for Healthcare AI Startup)

ABOUT USPomelo 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 ROLEWe 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 RESPONSIBILITIESAnalyze customer calls for quality, compliance, and issue identificationPrepare detailed reports on call performance, trends, and areas for improvementCommunicate findings to internal teams and clients through well-structured reportsCollaborate with the quality assurance team to develop and refine call evaluation criteriaIdentify opportunities for improvement and efficiency gains in our technologyAssist in the creation and maintenance of dashboards for real-time performance monitoringContribute to the continuous improvement of our call analysis and reporting tools and methodologiesPerform ad hoc administrative, business operations, and special project tasks as neededQUALIFICATIONSBachelor's degree in Business Administration, Data Analytics, or related field5+ years of experience in operations, quality assurance, or customer service / call center environmentsAbility to overlap and work from 5:00am to 5:00pm in US Pacific Time (Monday through Friday) - this is 12 hours per dayBONUS: Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programsProficiency in data analysis tools (e.g., Excel, Google Sheets, SQL)Detail-oriented with a keen eye for identifying patterns and anomalies in dataStrong analytical skills with the ability to interpret complex data and derive actionable insightsIncredibly disciplined and productive, able to maintain high output even when handling seemingly mundane tasksExcellent written and verbal communication skillsAbility to manage time effectively and meet daily reporting deadlinesStrong problem-solving skills and a proactive approach to addressing issuesPrevious experience working the overnight/graveyard shiftNice-to-have: experience with Gmail, Slack, NotionBENEFITSCompetitive pay, always in US dollarsWork remotely from the comfort of your homeHealth & wellness benefitPaid holidays and time offPerformance and referral bonusesGlobal exposure to the world’s best companies