Outbound Research Specialist

About The Role


The Outbound Research Specialist provides essential operational and logistical support to the customer research team, assisting with various aspects of research project execution.
This role is foundational for individuals new to customer research, offering hands-on experience in research coordination, data organization, and preliminary analysis, under the guidance of managers and senior team members. An Associate will be able to perform tasks with little supervision and take on more complex support activities.


Key Responsibilities

Research Coordination & Logistics:


Assist in the recruitment of research participants, including screening, scheduling interviews, sending invitations, and managing participant communication.
Coordinate logistics for research sessions, including booking rooms (if applicable), setting up virtual meeting platforms, and ensuring necessary equipment is available.
Manage participant incentives and track disbursements.


Data Collection Support:


Support the preparation of research materials, such as formatting discussion guides, survey drafts, and visual stimuli.
Take detailed, accurate notes during qualitative research sessions (interviews, usability tests, focus groups).
Assist with transcription services for qualitative data.
Conduct phone surveys and other direct data collection activities, ensuring adherence to research protocols and data quality standards.


Data Organization & Preliminary Analysis:


Help with preliminary data organization, coding, and tagging for both qualitative and quantitative datasets.
Conduct basic data entry and perform quality checks to ensure data integrity.
Assist with secondary research (desk research) to gather background information on markets, competitors, or industry trends.


Documentation & Knowledge Management:


Help organize and maintain research repositories and documentation, ensuring easy accessibility and proper version control.
Contribute to the creation of research summaries, presentations, and communication materials under supervision.


Learning & Development:


Actively learn and apply fundamental research methodologies, tools, and best practices.
For Associate: Demonstrate increasing independence in managing routine research support tasks and begin assisting with more complex analytical or qualitative support.


Required Qualifications


Experience in customer support is crucial for this role
Bachelor's degree in any field, preferably with coursework in research methods, social sciences, business, or marketing.
1-3 years of experience in a research support role, administrative, or customer-facing role, demonstrating ability to work with minimal supervision on routine tasks.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Proficiency in standard office software (e.g., Google Workspace, Microsoft Office).
High level of empathy and a genuine interest in understanding people.
Ability to work collaboratively as part of a team


Preferred Qualifications


Prior experience in a research-related internship or a support role in a tech company.
Familiarity with survey platforms (e.g., Qualtrics) or project management tools.
Basic understanding of qualitative and/or quantitative research principles.


Key Performance Indicators (KPIs)


Efficiency and accuracy of research coordination and logistical support.
Quality of research notes and data organization.
Timeliness of participant recruitment and scheduling.
Effectiveness of support provided to Customer Experience Researchers and Research Analysts.
Demonstrated growth in independence and ability to handle more complex support tasks.