Insights Analyst, Trust & Safety - USDS

Our TnQ Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that TnQ interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Conduct advanced qualitative and operational data analysis using CSAT, audit outcomes, CRM data, and support workflows to surface trends and root causes.
- Create clear, compelling reports and executive presentations to deliver insights tailored to diverse audiences, from operations managers to senior leadership.
- Translate findings into actionable recommendations and implementation plans, including measurable KPIs to track resolution success over time.
- Support Monthly and Quarterly Business Reviews (MBRs/QBRs) with performance readouts, user experience narratives, and strategic opportunity framing.
- Develop research protocols, guide intake scoping calls, and define sample size, data sources, and study objectives with requestors.
- Lead cross-functional insight initiatives, such as product launch assessments, CSAT deep dives, and process optimization studies.
- Measure and report on the effectiveness of implemented changes, ensuring alignment to business goals and impact KPIs.
- Maintain and enhance internal dashboards and templates for insight tracking, output standardization, and post-project documentation.
- Work closely with QA and Training teams to align insight-driven action with coaching strategies, content refinement, and operational rollouts.
- Stay current on support policies, SOPs, and tooling to ensure all recommendations reflect accurate process context.

Qualifications

Minimum Qualifications
- Bachelor's degree in a relevant field (e.g., Business, Sociology, Psychology, Data Analytics, or Communications), or equivalent work experience.
- Over 3 years of experience in user support operations, CX/UX research, quality insights, or business strategy roles.
- Strong experience in qualitative and operational data analysis, including use of Excel/Google Sheets, and/or SQL. Experience building metrics-based tracking models to measure the success and sustainability of process improvements or mitigation plans.
- Demonstrated ability to write insight reports, executive summaries, and recommendation memos that drive action and align with business priorities.
- Proven success in creating presentation decks and readouts for a variety of audiences, including operations leaders and cross-functional partners.
- Comfortable working with CRM and support systems (e.g., Zendesk), survey tools, and collaborative platforms (e.g., Google suite, Confluence).
- Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment.

Preferred Qualifications
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.