Analyze frontline performance and experience data to identify trends, pain points, and improvement opportunities.
Gather and synthesize Rebel (frontline) feedback through surveys, QA data, and voice-of-employee inputs.
Support frontline experience initiatives that improve day-to-day work conditions and service delivery.
Translate QA and performance insights into actionable recommendations for coaching and development.
Partner with HR and Operations to support career pathing and promotion readiness using data-driven insights.
Evaluate training and onboarding effectiveness and identify gaps aligned to role expectations.
Execute and support the Voice of Employee program, including reporting and action planning.
Coordinate cross-functional improvement projects impacting frontline experience and member.

Requirements

Bachelor's Degree or equivalent experience
2–4 years of experience in analysts, operations, customer experience, workforce analytics, QA, or frontline support role
Experience analyzing performance data, survey results, or QA findings in a customer-facing environment.
Experience working cross-functionally with Operations, HR, or Customer Experience teams.
Data analysis & interpretation (Excel, Tableau, dashboards, trend analysis)
Clear written and verbal communication
Attention to detail with big-picture thinking
Continuous Improvement – Proactively seeks opportunities to improve processes and experiences

Benefits

Robust employee recognition program
Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
An annual employee bonus program
Robust Wellness Program
Tuition reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisperformance analysistrend analysissurvey analysisQA findings analysiscoaching recommendationstraining effectiveness evaluationonboarding effectiveness evaluationaction planning

Soft Skills

clear communicationattention to detailbig-picture thinkingproactive improvementcross-functional collaboration

Certifications

Bachelor's Degree