Responsibilities
- Identify and enroll M360 Research panel members through outbound calling for assigned quantitative and qualitative research initiatives.
- Conduct online research to locate contact details of healthcare professionals and contact them by phone to invite participation in research studies.
- Clearly communicate project specifics to potential participants during phone outreach.
- Notify the supervisor of any challenges, delays, or risks that could impact project timelines or outcomes.
- Offer informed feedback on project viability based on insights gathered during respondent interactions.
- Perform telephone screening for selected participants prior to scheduled phone or in-person interviews.
- Schedule and confirm appointments for qualitative research participants via phone follow-ups.
- Distribute confirmation letters and consent forms and conduct follow-up calls as necessary to ensure receipt and compliance.
- Meet daily calling volume and conversion rate benchmarks consistently.
- Adhere to established standards for voice communication quality and protocol.
- Comply with ISO 20252:2019 and ISO 27001 standards as part of daily responsibilities.
- Be available to work during US EST hours, which corresponds to 6:00 PM to 3:00 AM IST.
- Contact M360 Research panelists who have not verified their email to complete registration onboarding.
- Reach out to inactive panel members to encourage reactivation of their research accounts.
- Deliver professional telephone and email support to M360 Research members, including handling support tickets.
- Gain proficiency in multiple systems to investigate, resolve, and respond to user inquiries and complaints effectively.
- Collaborate with US and EU operations and project management teams to resolve study-specific issues while representing user needs and organizational goals.
- Manage all incoming inquiries in alignment with company policies, resolution timeframes, and communication expectations.
- Verify newly registered panelists and conduct periodic data quality audits for current panel members.
- Foster strong engagement with panelists through prompt, professional communication and effective problem-solving.
- Contribute suggestions and assist in refining communication protocols, operational guidelines, and system improvements.
- Support panel validation activities and assist in setting up market research projects
Work Arrangement
On-site
Other
- Must comply with ISO 20252:2019 and ISO 27001 standards
- Shift time: 6:00 PM to 3:00 AM IST
- Must work from office
- Applicants are encouraged to visit the company website before the interview: www.m360research.com
