Operational Excellence Analyst
Likely real
- 16 open roles at this company in 30 days (mass-hiring blitz)
- no salary disclosed (correlates with ghost postings)
See your fit for this role and apply with a truthfully tailored résumé.
About the role
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.
Stop applying to ghosts.
OyaPilot surfaces only verified, real jobs, scores your fit, and tailors your application truthfully.