The Associate is a highly motivated, excellent communicator and personable professional that focuses on recruiting market research participants via phone and carry out cold calling to engage new respondents to complete M360 Research projects. The Associate provides high quality customer service to panel members and other research participants by answering questions and resolving enquiries regarding registration, accounts, study participation, compensation, and more.
Duties and Responsibilities
Project Recruitment:
- Recruit M360 Research panellists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projects
- Carry out online desk research of phone numbers of healthcare professionals and call them to recruit them to participate in market research studies
- Ensure project details are clearly communicated to participants when contacting them over the phone
- Inform the line manager of any recruitment issues, delays and foreseeable problems that can affect the successful delivery of the project
- Provide insightful and relevant feedback on projects feasibility based on gathered market intelligence upon talking to respondents over the phone
- Complete phone screening of recruited respondents for telephone and in-facility interviews
- Ensure qualitative respondents are scheduled and confirmed over the phone
- Ensure confirmation letters and consent forms are sent and complete follow up calls if needed to chase on materials
- Ensure that daily number of calls and strike rate targets are achieved
- Strictly follow phone quality communication parameters and guidelines
- As part of job responsibilities, you are required to comply with ISO 20252:2019 and ISO 27001 standards .
- Willing to work in US EST shift, the role requires you to support US. (Shift time 6:00 PM to 3:00 AM IST).
Panel Engagement
- Call M360 Research registered respondents who have not confirmed their email account to complete the onboarding process
- Call inactive M360 Research respondents and invite them to reactivate their M360 account
- Panel Support:
- Provide high-quality professional support to M360 Research members via telephone and email / support ticket communications
- Master and work across multiple systems to investigate, troubleshoot and handle enquiries and complaints and provide appropriate solutions and alternatives
- Effectively work with our US and EU Operations / Project Management team members to resolve project specific issues and acting on behalf of the user while balancing user advocacy and company profitability
- Handle all enquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standards
- Complete the verification process for newly registered panelists and carry out data quality checks for existing panelists
- Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and creative thinking
- Provide input and assist with updating communication procedures, guidelines, and enhancements to the system and processes
- Complete panel verifications and provide assistance on market research project set up
Experience, skills and qualifications
- Fluent in English
- 1+ year of experience as a Tel caller with US Process or International Call Centre
- Excellent interpersonal and communication skills - both verbal and written
- Have a strong comfort level of being on the phone
- Be able to work as part of a team and show flexibility in the tasks they are asked to perform
- Independently motivated and inspired by working in a dynamic environment
- Comfortable with change, with the ability to seek opportunity in uncertain conditions
- Analytical and a strategic thinker
- Ensure 100% accuracy and demonstrate excellent attention to detail
- Strong organizational skills and the ability to multitask
- Comfortable to work in night shift (US EST time Zone)
- Willing work from Office.
