<div><b>About Tala</b></div><div><br /></div><div>At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or wont. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population.</div><div><br /></div><div>We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customers needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.</div><div><br /></div><div>Our pioneering work and proven impact have earned us consistent recognition, including being named to:</div><div><br /></div><div>CNBC’s Disruptor 50 for five years.</div><div>CNBC’s Worlds Top Fintech Companies for two consecutive years.</div><div>Forbes’ Fintech 50 list for nine consecutive years.</div><div><br /></div><div>Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Talas success.</div><div><br /></div><div>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. </div><div><br /></div><div>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!</div><div><br /></div><div><span><b>About the Role</b></span></div><div><br /></div><div>The <b>Customer Service and Support Analytics Analyst</b> plays a critical role in identifying business needs, analyzing data and processes, and recommending solutions that drive operational efficiency, enhance customer experience, and support strategic objectives.</div><h3>What Youll Do</h3><ul><li><b>Business Analytics</b></li><div><br /></div><li>Perform routine business and operational gap analyses, impact assessments, and root cause investigations (e.g., statistical analysis, predictive modeling, and data mining) to deliver business support and data-driven recommendations.</li><li>Analyze business processes and recommend improvements to increase efficiency and effectiveness.</li><li>Develop and implement datasets, dashboards, data collection systems, and analytics strategies to support data-driven decision-making.</li><li>Conduct performance trend analyses and propose actionable items to enhance operational efficiency.</li><li>Support project delivery through active participation in planning, testing, and implementation activities.</li><li>Facilitate meetings and workshops with cross-functional teams to gather requirements or present findings.</li><li>Ensure that all solutions align with business goals, regulatory requirements, and best practices.</li><div><br /></div><div><br /></div><li><b>Vendor Management Support</b></li><div><br /></div><li>Assist in account endorsement processing for third-party service providers.</li><li>Conduct cost-benefit analyses and support invoice processing.</li><li>Regularly update vendor performance reports, invoicing records, and commission tracking.</li></ul><h3>What Youll Bring</h3><ul><li>Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field.</li><li>1–2 years of experience as a Business Analyst or in a similar role.</li><li>Strong understanding of business process modeling, data analysis, and documentation techniques.</li><li>Proficient in Excel, SQL, Power BI/Tableau, and project management tools (e.g., JIRA, Asana).</li><li>Familiar with Microsoft Office and Google Workspace.</li><li>Working knowledge of dialer administration and reporting tools.</li><li>Excellent verbal and written communication skills.</li><li>Strong organization, planning, and problem-solving abilities.</li><li>Solid knowledge of SQL and relational databases.</li><li>Experience with self-service BI tools (e.g., Tableau, Power BI, Looker, Data Studio).</li><li>Familiarity with statistical programming languages (R, Python) and their use in data analysis is a plus.</li><li>Ability to work independently and with minimal supervision.</li><li>Flexibility to work on shifting schedules.</li><li>Strong prioritization skills and ability to meet tight deadlines.</li><li>Adaptability to quickly respond to changing business needs.</li><li>Knowledge of contact center fundamentals would be an advantage</li><li>Experience with Agile, Scrum, or other project management methodologies preferred</li></ul><div><span>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.</span></div>