About m360 Research: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

About M3: m360 Research is a wholly owned subsidiary of M3, a Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

Essential Duties and Responsibilities:

Including, but not limited to the following:

Project Recruitment

• Ensure that recruitment tasks assigned for projects in Belgium, Switzerland or any other QQFS assigned markets are fully executed
• Reach out to M3 Global Research panellists via phone and carry out cold calling to recruit respondents on allocated projects
• Scheduling interviews
• Proactively plan, organize and implement panel recruitment solutions on allocated projects, aiming to maximize internal resources, reduce outsource cost and ensure successful project delivery
• Provide updates in the given format and timings to the project management team on the work done for projects, progress, results and action plans to deliver the allocated studies within the provided timelines and specs
• Flag to the senior manager projects of concern, when recruitment progress is off track, and it is likely to require partners
• Ensure that outsource targets for allocated markets are achieved

Panel building and engagement

• Ensure that monthly registrations targets are met for in in Belgium, Switzerland
• Execute the allocated panel building initiatives for Belgium and Switzerland across multiple channels
• Call new registrants to confirm and update email addresses
• Call users to reactivate their accounts
• Work across multiple systems to investigate, troubleshoot and handle inquiries and complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
• Work with the Project Management team to resolve project specific issues for members/respondents
• Ensure that respondent inquiries are handled according to company policy regarding outcomes and time to resolution
• Provide input on and assist with updating communication procedures, guidelines, and enhancements to the Support Ticket System
• Build and maintain strong relationships with the panel members through timely and professional communication across multiple channels
• Provide high quality support to M3 Global Research members via telephone and email/support ticket communication
• Work with other members of the global Panel team, report and resolve potential issues with internal and external systems and processes
• Investigate fraud respondents and take action based on M3 data quality procedures
• Complete the verification process for newly registered members
• Complete link testing for online Market Research projects and overlays for qualitative online screeners

All of the above tasks and responsibilities are to be carried out during the working hours.

Essential Job functions:

Including, but not limited to the following:

1. Maintain regular and punctual attendance
2. Work cooperatively with others
3. Comply with all company policies and procedures
4. Have a positive and proactive approach to work
5. Problems solving personality
6. Be able to work as part of an international team and show flexibility in the tasks they are asked to perform
7. This can be a fast-paced role, but it is also challenging and rewarding

Supervisory Responsibility: None

Competencies:

Competency Type

Level

Description

QQFS Panel Team: Behaviour & Attitude

Basic

Appropriate professional attitude to work;
Demonstration of punctuality with Recruitment and Admin tasks, timescales, following different process when necessary to ensure smooth project delivery and panel and client satisfaction;
Willingness to help team members.

QQFS Panel Team: Quality

Basic

Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility.
Getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance to deliver completes and support panel growth.

QQFS Panel Team: Communication

Basic

Proactive, appropriate and professional communication with internal and external stakeholders;
Comfortable at internal meetings, happy to input to panel and recruitment discussions via meetings and or email.

QQFS Panel Team: Panel and Client centricity

Basic

Knowing Panel and Clients needs and acting accordingly;
Anticipating their needs, and giving high priority to their satisfaction and customer service.

QQFS Panel Team: Process

New starter

Understanding of overall workflow of projects
Understanding of process for Recruiting and Engaging;
Understanding of roles and responsibilities across the Panel team and the wider team;
Completing work within appropriate timescales, accurately judging capacity, communicating any updates to the project team effectively.

QQFS Panel Team: Standard Expectations

New starter

Professionalism and Ethics M3 principles and behaviours M3 methods and ways of working.

Education and Training Required:

1. Degree level or equivalent or equivalent experience

Knowledge, Skills, Abilities:

1. Fluency in French and English
2. Exhibit clear and effective communication both verbally and written with diverse audiences
3. Proficient PC skills including Microsoft Office tools, Internet, Social Media, e-mails and tools required within assigned responsibilities
4. Detail oriented with excellent analytical and investigative skills
5. Ability to ask probing questions, respond effectively and accurately, and ensure audiences feel supported.
6. Willing to work in US EST Shifts (6:00 PM IST to 3:00 AM IST).