Tala

Operational Excellence Analyst

Posted Yesterday

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Hiring Remotely in PH

Remote or Hybrid

Mid level

Fintech • Mobile • Financial Services

Tala provides financial services to the global underbanked using next generation mobile technology and data science.

The Role

Analyze full-scale customer interaction data to identify friction points, sentiment trends, and quality gaps. Propose process and script improvements, perform qualitative audits on edge cases, correlate behaviors with CSAT/NPS, and deliver monthly VoC research briefs to Product and Growth teams.

Summary Generated by Built In

About Tala

Tala is AI-native credit infrastructure for the global majority, combining proprietary risk intelligence with an expanding network of capital and distribution partners to power credit access at scale. Backed by more than $500 million in funding, Tala has distributed more than $7 billion in capital to more than 13 million customers across Africa, Latin America, and Asia—building one of the most robust datasets on thin-file borrowers anywhere in the world. Our mission is simple yet bold: to unleash the economic power of the global majority. We are looking for daring, data-driven leaders passionate about building the trust and credit infrastructure for the global majority.

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 Operational Excellence Analyst will utilize the 100% coverage provided by AI to identify deep-seated customer pain points, sentiment trends, and brand adherence gaps that manual sampling missed.

What You'll Do

Deep-Dive Research: Analyze full-scale interaction data to identify recurring "friction points" in the customer journey that lead to churn or recovery failures.

Sentiment Trend Analysis: Track changes in customer sentiment over time, correlating shifts with product updates, marketing campaigns, or macro-economic factors.

Process Improvement Proposals: Collaborate with Product and Process teams to redesign scripts or workflows based on Voice of the Customer (VoC) findings.

Behavioral Auditing: Perform targeted qualitative audits on high-value or "edge case" interactions that require a deeper human touch beyond standard AI scoring.

CSAT/NPS Correlation: Map quality behaviors (e.g., empathy, resolution speed) to customer satisfaction scores to prove the ROI of quality initiatives.

Reporting & Presentation: Deliver monthly research briefs to the Growth and Product teams, serving as the "voice" of the consumer within the business.

What You'll Need

Qualitative Analysis: Interpreting sentiment data and conversational nuances at scale.

Communication: Excellent skills to present complex qualitative findings to senior leadership.

Empathy & Insight: Strong understanding of consumer behavior and psychological drivers.

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.

Skills Required

Qualitative analysis of sentiment data and conversational nuances at scale
Excellent communication and presentation skills to convey findings to senior leadership
Strong empathy and understanding of consumer behavior and psychological drivers
Experience analyzing Voice of the Customer (VoC) and interaction datasets
Ability to produce monthly research briefs and actionable process improvement proposals

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The Company

HQ: Santa Monica, CA

484 Employees

Year Founded: 2011

What We Do

Tala is a global technology company on a mission to build a financial system that works for everyone. More than 6 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. We are present in the United States, Kenya, Mexico, the Philippines and India.

Why Work With Us

We are on a global mission to serve the underserved. We use mobile technology and data science to make financial services simple, inclusive, and accessible. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.