Total 55 job vacancies by M3USA

ROLE DESCRIPTION

KEY RESPONSIBILITIES

• Scoping of Work:
• Should have experience in Customer facing role.
• Able to work independently to complete ad hoc tasks of client.
• Project delivery: delivery of secondary research and data analysis [CI gathering 60%, insight generation 20%, solution building 10%, analysis of data from primary research 10%], meeting timelines, managing project risk; ensuring customer satisfaction by understanding and meeting project requirements and through regular communication with team and client
• Review and QC: review of work done by self; ensuring consistent, high quality deliverables with appropriate planning and prioritization of projects running in parallel
• Collaboration with team/supervisor: assist the team/ supervisor with specific expertise when required.

OTHER IMPORTANT ASPECTS OF ROLE

• On a need basis, support BD/sales team with subject matter expertise and help build proposals, etc.

ROLE REQUIREMENTS

MANDATORY

• Ability to carry out secondary research and in-depth analysis of collected data (qualitative as well as quantitative)
• Understanding of global pharmaceuticals/ biologics markets and major trends
• Experience of working in at least two therapy areas (Oncology, Immunology, Cardiovascular, any other)
• Familiarity with databases (clinicaltrials.gov, IMS sales data) and financial data

GOOD TO HAVE

• Cross-cultural experience of working with European/ US-based customers/ onsite teams
• Experience collaborating with large teams
• Expertise in using MS-Office applications (PowerPoint, Excel, Word)

OTHER REQUIREMENTS (TRAVEL / LOGISTICS ETC. – PLS. SPECIFY)

• May require travel to client location, or on specific assignment, etc. subject to business need

POSITION: Analyst – Reporting, Data Services  
RELEVANT EXPERIENCE: Minimum 2 Years
INDUSTRY EXPERIENCE: Market Research

The Analyst role focuses on providing solutions to clients utilizing a variety of data processing tools and advanced dashboard software.

A successful candidate has a strong understanding of primary and secondary data deliverables, especially reporting, is collaborative, self-motivated and client focused.  Has an ability to master new tools and processes quickly.

Responsibilities of the Role

• Thorough review of client materials and preparation of queries in a timely manner.
• Application of internal procedures and methodologies to create client facing dashboards.
• Ability to detect illogical results and capacity to communicate them in a professional manner –with a focus on solutions.
• Deliver assigned tasks in timely and high-quality manner, resulting in high client satisfaction. (Deliverables include dashboards, custom data and advance analytics.)
• Expected to spend time reporting and receiving information to and from their manager.
• Commitment to learn the latest technologies in the data collection field.

Location: India, Bangalore or remote

Requirements Essential:

• Bachelor’s or Master’s degree in Computer Science (B.E./B. Tech/MSc/MCA) 
• EXCEPTIONAL attention to detail, and commitment to the accuracy and integrity of information
• Exceptional ability to multitask and balance multiple projects and priorities
• Strong problem-solving skills, including an ability to ‘think outside the box’
• Good understanding of databases
• Basic statistic knowledge
• Full professional proficiency in English both written and spoken

Desirable:

• MS Office experience (Excel, Word, PPT)
• Coding Experience in programming language
• Market research experience (preferably with healthcare surveys)
• Experience creating reports

Personal Qualities:

• Organized, self-motivated and self-directed
• Ingenuity, with a willingness and enthusiasm for learning new techniques
• Excellent interpersonal communication skills
• Excellent at establishing and managing relationships with clients, vendors, and coworkers
• Logical thinking skills

Willing to work from office (Monday to Friday) in US-EST shift (Night shift) and suitable candidate will be called to office for F2F interview.

POSITION: Research Associate 
EXPERIENCE: 2+ Year in international outbound calling
LOCATION: Bangalore
LANGUAGE (Fluent): English Language 

BROAD RESPONSIBILITIES:

• Recruiting healthcare professionals to participate in online MR surveys as well as for panel recruitment.
• Coordinate with project owners, provide daily updates and consistently deliver as per the set targets and timelines for each data collection projects.
• Cold calling and lead generation.
• Follow-up and reminder calls.
• Build and maintain a good rapport with respondent.
• Online mining and desk research.
• “As part of job responsibilities, you are required to comply with ISO 20252:2019 and ISO 27001 standards”.

PRE-REQUISITES FOR THE ROLE:

• Very good cold-caller with strong convincing and soft skills. Soft skill trained resources from sales processes are preferred.
• Should be willing to work in target orientated environment with stringent timelines. Must have the ability to multi-task and prioritize task independently based on targets & timelines.
• Neutral accent with no MTI/local influence.
• Experience in lead generation and awareness of standard rebuttals to pass the gatekeepers.
• Proactive & spontaneous thinker and can change pitch of the call to achieve results.
• Ability to mine contact information from free online sources.
• Should have the ability to comprehend survey screener logic.
• Proficient in using MS excel & word.
• Good interpersonal skills.

Job Overview

The Qualitative Research Analyst will be responsible for analysing qualitative transcripts from interviews, focus groups, and other qualitative research methods. This role is crucial for uncovering key themes and insights from qualitative data that inform strategic healthcare decisions. The ideal candidate must have a background in healthcare or life sciences, with a strong focus on qualitative analysis.

Key Responsibilities

• Transcript Analysis: Analyze qualitative transcripts, identifying recurring themes, insights, and patterns relevant to healthcare, pharmaceutical, and medical device sectors.
• Data Interpretation: Synthesize findings from transcripts into clear and actionable insights, contributing to reports and presentations for internal teams and clients.
• Content Grid Development: Transform Qual transcripts into high-quality content grids to be used as final deliverables. Proficiency in creating Qual Content Grid structures and organizing transcripts into the content grids.
• Report Development: Assist in drafting sections of research reports based on transcript analysis, providing concise and insightful summaries of findings.
• Collaboration: Work closely with research managers and other analysts to ensure that insights from transcripts align with project goals and client needs.
• Quality Control: Ensure the accuracy and consistency of data interpretation and analysis throughout the research process.
• Healthcare Expertise: Apply knowledge of healthcare industry trends, patient pathways, and stakeholder perspectives to enrich the analysis.

• Experience:
  • 1-3 years of experience in qualitative research, with a focus on transcript analysis.
  • Previous work in Pharma Qual research is essential.
• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Communication: Strong written communication skills for summarizing qualitative insights and contributing to research reports.
• Detail-Oriented: High attention to detail in transcript review and analysis.
• Healthcare Knowledge: Solid understanding of healthcare industry, patient care journeys, and healthcare professionals' perspectives.

Preferred Qualifications

• Experience analyzing transcripts from patient or healthcare professional interviews.
• Familiarity with qualitative research within the pharmaceutical or medical device sectors.
• Ability to understand complex healthcare terminology and issues.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with leading healthcare organizations.
• Professional growth and development in the healthcare research field.
• A collaborative and supportive team environment.

About Pharma CI Team:

M360 Research Pharma CI practice is a leading provider of competitive intelligence and consulting services within the pharmaceutical sector. Our clients trust us to deliver actionable insights that drive their market positioning and strategy decisions. We specialize in providing tactical and strategic intelligence to help pharmaceutical companies stay ahead of the competition and make data-driven decisions.

Position Summary:

We are seeking an experienced and driven Business Development Director to lead the sales efforts for our Pharma Competitive Intelligence and Consulting team. The individual will be responsible for generating and managing new business opportunities to deliver the sales and revenue target for the group. This role will work closely with senior leadership of m360, M3 Global Research, and clients to align business development strategies with market needs and company goals.

Key Responsibilities:

• Develop and execute a comprehensive business development strategy to achieve the target revenue within the first year.
• Identify and pursue new business opportunities within the pharmaceutical sector, with a particular focus on competitive intelligence and consulting services.
• Build and maintain strong relationships with key decision-makers, including senior-level executives at pharmaceutical companies.
• Understand and anticipate client needs to propose tailored solutions that meet business objectives and position M360 Research as a strategic partner.
• Lead and manage the full sales cycle, including prospecting, proposals, negotiations, and closing deals.
• Collaborate with internal Pharma CI teams, including consulting and research experts, to ensure seamless client engagement, delivery of services, and solutions.
• Provide ongoing account management and ensure high levels of client satisfaction and retention.
• Track and report on sales performance metrics, forecasts, and market trends to senior management.
• Represent M360 Research at industry events, conferences, and networking opportunities to increase visibility and expand market reach.
• Stay updated on industry developments, competitor activities, and emerging trends in pharma and competitive intelligence.

The Decipher Programmer is responsible for programming market research studies against client materials with a goal to meet and exceed client expectations in terms of integrity of collected data, adherence to agreed timeline and budget. This individual also develops and implements “out of the box” solutions as needed. The programmer contributes to improving overall department efficiency by adhering to current best practices as well as contribute to creation of new best practices. This individual works closely with the other programmers and project managers and may work directly with clients on certain projects.

• Programmer maintains full responsibility for online survey development and thoroughly reviews client materials.
• Delivers high quality surveys against client’s materials.
• Works to resolve amendments during quality assurance/client testing phase.
• Strive to exceed the client’s satisfaction when programming:
• Proactively suggests design improvements to ensure panelist comprehension.
• Meets programming timelines.
• Resolves data issues in the timeliest and most complete manner.
• Works directly with the client on custom solutions.
• Prepare survey for deployment and sets up link to track progress in field.
• Work with Data Processing to meet client deliverable requirements, i.e., working on dashboards, specific data requirements etc.
• Contributes to improve processes by working on tasks assigned that increase capabilities, efficiency, skillset, and marketplace competitive advantage.
• Spend time reporting and receiving information to and from their manager and continues to learn the latest technologies in the data collections field.

Role Mission:
Team Leader - EU Phone Team is responsible for supporting the day-to-day operations of the panel and phone assistant team, ensuring that tasks are executed in accordance with the established Service Level Agreements. Also responsible for providing high quality customer service to panel members and other research participants by answering questions and resolving inquiries in a timely manner.

Essential Duties and Responsibilities:
Including, but not limited to the following:
Project Recruitment:

• Train team members and provide first line support for any queries,
• Include managing multilingual team (English, French, German, Spanish and Italian)
• Escalate any potential issues regarding staff,
• Support the monitoring of KPIs and work with the line manager to ensure phone recruitment targets are achieved by each of the panel and phone assistants,
• Oversee workload within the team,
• Ensure smooth team hand overs for any holiday coverage,
• Ensure the panel and phone assistants are well trained and that procedures are followed by each team member under the established guidelines.
• Ensure tasks are fully executed within the given timelines and quality standards,
• Monitor team members performance and provide regular reports on it,
• Create and execute improvement plans for underperforming team members,
• Guide and direct phone agents to provide insightful and relevant feedback on projects feasibility based on gathered market intelligence upon talking to respondents over the phone,
• Ensure that calls on panel engagement are successfully executed,
• Allocate work tasks to members of the team, assessing workload and fair work distribution,
• Ensure that daily number of calls and strake rate targets are achieved,
• Recruit M3 Global Research panellists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projects as well as panel initiatives,
• Work from office only
• One way transport provided only drop.

Essential Job functions:
Including, but not limited to the following:

1. Work cooperatively with others
2. Comply with all company policies and procedures.
3. Delivery of KPIs (Phone completes, strike rates, member account reactivations and member support SLAs)
4. Maintain M3 core asset, the panel, by ensuring phone best practices are followed
5. Supervisory responsibility: Yes

Outcomes:

1. Ensure team is hitting or exceeding the KPIs

• Survey completes achieved via phone recruitment
• Strike rates
• Volume of calls
• Member account reactivation
• Member support SLAs

Competencies:

GFL - Leading Yourself

• Taking initiative: Takes charge and capitalizes on opportunities
• Composure: Demonstrates self-control in difficult situations
• Work Life Balance: Balances work priorities with personal life
• Self-Awareness: Has an accurate picture of strengths and weaknesses and is
• willing to improve
• Career Development: Uses effective career management tactics, including
• mentoring, professional relationships, and feedback channels

M3 Employee characteristics

• Does the employee exhibit M3 Employee characteristics, including respect, teamwork, integrity, drive etc?

M3 Work Ethic

• Does the employee’s work completed show timely delivery of quality, excellence and innovation?

Communication:

• Effective and appropriate communication, externally with clients and partners and internally with all stakeholders
• Expresses ideas effectively, able to communicate information and ideas clearly and articulately both in oral and written form
• Organizes and delivers information appropriately and anticipates the information that others will need
• Listens actively

Problem solving

• Analyses problems by gathering and organising all relevant information.
• Notices discrepancies and inconsistencies in available information.
• Weighs the costs, benefits, risks, and chances for success, in making a decision.
• Has a solution driven attitude to contribute to M3 clients and panellists satisfaction
• Identifies and prioritises client needs, recognises constraints and drives client service improvement by providing appropriate solutions to problems and delivering on the execution of solutions.

Results and quality orientation

• Has a strong sense of urgency about solving problems and getting work done.
• Checks the accuracy of own and others’ work with high attention to detail
• Carefully prepares for meetings and presentations.
• Monitors the quality of own work
• Follows procedures to ensure high quality of work

Accountability:

• Follow through on commitments and make sure others do the same
• Act with a clear sense of ownership
• Take personal responsibility for decisions, actions, and failures
• Establish clear responsibilities and processes for monitoring own work and
• measuring results
• Design feedback loops into work

Business Unit Mission:

M3 Global Research, an M3 company, is seeking a Senior Data Engineer to join our data engineering team. This role will focus on building and maintaining robust data pipelines, working closely with stakeholders to ensure data solutions align with business objectives, and utilizing tools like Power BI for data visualization and reporting. The ideal candidate has strong analytical skills, a passion for data-driven decision-making, and excellent communication abilities to work effectively with stakeholders across the organization.

Essential Duties and Responsibilities:

Include, but are not limited to:

• Design, develop, and maintain high-quality, secure data pipelines and processes to manage and transform data efficiently.
• Lead the architecture and implementation of data models, schemas, and integrations that support business intelligence and reporting needs.
• Collaborate with cross-functional teams to understand data requirements and deliver optimal data solutions that align with business goals.
• Maintain and enhance data infrastructure, including data warehouses, lakes, and integration tools.
• Provide guidance on best practices for data management, security, and compliance.
• Support Power BI and other visualization tools, ensuring consistent and reliable access to data insights.
• Oversee the delivery of data initiatives, ensuring they meet project milestones, KPIs, and deadlines.

Essential Job Functions:

• Maintain regular and punctual attendance.
• Work cooperatively and communicate effectively with team members and stakeholders.
• Comply with all company policies and procedures.

Supervisory Responsibility:

• Yes

Outcomes:

• Deliver high-quality, reliable data solutions.
• Provide stakeholders with clear and actionable insights through Power BI reports.
• Ensure data pipelines and ETL processes are optimized and running efficiently.
• Foster strong relationships with stakeholders to ensure their data needs are met.

Competencies:

• Attention to detail.
• Analytical thinking and problem-solving skills.
• Strong communication and interpersonal skills to engage effectively with stakeholders.
• Ability to work in a fast-paced, agile environment.

Knowledge and Skills:

• Proficiency with data engineering tools and technologies (e.g., SQL, Python, ETL tools).
• Strong experience with Power BI for data visualization and reporting.
• Familiarity with cloud-based data platforms (e.g., AWS, Azure, Google Cloud).
• Experience with data modeling, data warehousing, and designing scalable data architectures.
• Strong knowledge of database systems (e.g., SQL Server, Oracle, PostgreSQL).
• Experience working in an Agile development environment.
• Excellent communication skills to work effectively with both technical and non-technical stakeholders.
• Ability to multi-task and manage multiple projects simultaneously.
• Problem-solving mindset with a desire to continuously improve data processes.

Minimum Experience:

• 5+ years of experience in data engineering or related fields.
• 2+ years of experience with Power BI or similar data visualization tools.

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.

The Team Lead’s primary roles are to guide the team as well as work in an individual contributor role with focus on timely and high-quality delivery of survey overlays.

Essential Duties and Responsibilities: 

Including, but not limited to the following:

• Efficiently manage team with all tasks this entails.
• Work on online survey overlays – transfer translated text into our survey programming output (Excel files or programing interface), correctly adding HTML formatting.
• Timely and high-quality overlay delivery – either individually or via team.

• Resolution of questions via crisp communication.
• Drive and achieve internal targets.
• Manage multiple projects simultaneously / prioritize work as needed.

Supervisory Responsibility: Yes

Essential Duties and Responsibilities:

Technology Strategy and Planning:

• Develop and drive the overall technology strategy in alignment with the company's goals
• and objectives.
• Collaborate with other executives to identify and evaluate technology opportunities,
• risks, and emerging trends.
• Define the technology roadmap and oversee its execution, ensuring the adoption of appropriate tools, platforms, and methodologies.

Software Engineering Leadership:

• Lead and manage a team of software engineers, architects, and developers, ensuring efficient and effective delivery of high-quality software solutions.
• Foster a culture of innovation, collaboration, and continuous improvement within the software engineering team.
• Stay updated with the latest advancements in software engineering practices and guide the team in implementing best practices and industry standards.

Technical Project Management:

• Oversee the planning, execution, and delivery of complex technical projects, ensuring adherence to timelines, budgets, and quality standards.
• Define project scopes, objectives, and success criteria, and monitor project progress regularly.
• Mitigate risks and resolve issues that may arise during project execution, while keeping stakeholders informed of the progress and any necessary adjustments.

Technical Architecture and Infrastructure:

• Define and maintain the company's technical architecture, ensuring scalability, security, and reliability of the technology infrastructure.
• Evaluate and recommend appropriate technologies, frameworks, and tools to support the organization's software development and IT operations.
• Collaborate with cross-functional teams to design and implement robust, scalable, and cost-effective technical solutions.

Team Management and Development:

• Recruit, train, and mentor top technical talent, fostering their professional growth and ensuring a high-performing team.
• Establish performance goals and provide regular feedback to team members, conducting performance evaluations and implementing talent development plans.
• Foster a culture of collaboration, knowledge sharing, and continuous learning within the software engineering team.
• Grow and develop a strong team structure, potentially including a QA team, Service Manager, and Project Managers.

Stakeholder Management:

• Collaborate with executive leadership, department heads, and business stakeholders to understand their technology needs and provide strategic guidance.
• Present technology strategies, initiatives, and progress reports to the executive team and the board of directors.
• Build and maintain relationships with external partners, vendors, and industry experts to stay updated on emerging technologies and industry trends.
• Ensure compliance with relevant regulatory requirements, data privacy laws, and industry standards.
• Establish and enforce security protocols and best practices to protect the organization's technology infrastructure and sensitive data.

Budgeting and Resource Allocation:

• Collaborate with finance and executive teams to develop and manage the technology budget.
• Optimize resource allocation, considering priorities, project needs, and technology roadmap.
• As part of job responsibilities, you are required to comply with ISO 20252:2019 and ISO 27001 standards.

Supervisory Responsibility: Yes

Education and Other Requirement:

• 10 to 15+ years of leadership experience with focus on technology procurement, management, and delivery,
• 15-20 years of experience with an extensive background in Online Media/New Gen Media, Internet & Technology domains,
• Bachelor’s/Master’s in IT Management, Computer Science, Engineering, or related fields.

Knowledge, Skill, Ability:

• Proven track record of building both B2B and B2C, customer-centric products & software that work large scale & developed technical capabilities that enable organizations to rapidly innovate & build differentiated products,
• Strong experience in building high performing teams that focus on innovation, intellectual property & collaboration,
• Deep knowledge of full-stack modern development practices (Ruby on Rails, node.js, Angular, JavaScript, AWS/Azure, DS, Flutter, React, etc.).
• Hands-on experience in digital initiatives, big data, mobile apps, AI & ML, analytics, and business intelligence solutions,
• At least 10 years in product management, preferably in a startup or entrepreneurial environment, with a proven track record of success,
• Experience owning a product: from defining the requirements to launching the MVP and iterating based on customer feedback, you've been the driving force behind a product,
• Strong technical background with the ability to understand and discuss data structures, algorithms, and relevant technologies. Experience with generative AI and machine learning is highly desirable. Must be able to make informed decisions regarding the selection and implementation of appropriate technologies, such as AWS Bedrock or ChatGPT, to support the platform's objectives,
• Demonstrated leadership capabilities with a focus on driving results, fostering collaboration, and inspiring teams to achieve ambitious goals,
• Ability to grasp market dynamics, identify customer needs, and align product strategies accordingly,
• A genuine passion for transforming education and leveraging technology to accelerate learning outcomes,
• Leadership experiences in leading IT teams,
• Detailed understanding of the technologies necessary for organizational success for a company within the call-centre technology ecosystem,
• A strong record of formulating company-wide technology roadmaps and achieving milestones within the proposed timeline,
• Experience in leading and developing remote and distributed teams and executing cross-functional projects,
• High accountability when it comes to meeting deadlines and ability to lead numerous projects simultaneously under time constraints,
• Ability to provide leadership and vision for development and implementation of new and existing technologies across and organization.

Essential Duties and Responsibilities: 

Including, but not limited to the following:

• Work on online survey overlays – transfer translated text into our survey programming tool before global deployment.
• Within Excel files, add HTML formatting so online presentation of the text follows Word document.
• Ensure accuracy of work performed within required turnaround time.
• Learn additional tasks as needed within Coding, Charting and other departments for potential spillover work.

Seeking candidates who are ready to work in the US EST shift and at our office in Bangalore.

Job purpose

The Customer Support Associate, (e-Mail and Phone support) is a highly motivated, personable, and detail-oriented professional that focuses on the retention and satisfaction of the M3 Global Research panel. The Support Strategist provides high quality customer service to panel members and other research participants by answering questions and resolving inquiries regarding registration, accounts, study participation, compensation, and more.

As Customer Support Associate will work closely with the Support team and Engineering team to oversee tech related needs and ensure liaise, track implementation.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Provide high-quality professional support to M3 Global Research members via telephone and email/support ticket communications
• Master and work across multiple systems to investigate, troubleshoot and handle inquiries and complaints and providing 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 inquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standards
• Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and critical thinking
• Provide input and assist with updating communication procedures, guidelines, and enhancements to system and processes
• Act as knowledge keeper of PM / Project lifecycle expertise for the Support Team. Ensure a “PM’s eye” involving processes and QA within Support for more beneficial interactions and timelier intervention.
• Regularly communicate escalations and considerations to Support Leadership and Team.
• Act as lead in GAP analysis tracking on Project-side delays and PM/Client responsiveness. Regularly aid the Support Team in identifying and tracking common communication breakdowns, bottlenecks, and problem areas (Project side) causing strain in the global respondent experience. Oversee escalation processes, communication recommendations (including standardization) and tracking needs.

Outcomes

• Keep queries response time and quality under given KPIs

Pre-Requisites for The Role:

Requirements Include:

• 2+ years of direct customer service experience required, preferably in a professional/office environment. Market research experience preferred
• Ability to defuse tense situations while remaining calm and positive
• Excellent interpersonal communication skills, both verbal and written. Must maintain a professional demeanor in all communications, internal and external
• Self-motivated to work independently as well as to accept and follow direction on given assignments; able to prioritize tasks throughout the workday and takes ownership of tasks and duties assigned
• Exceptional time management, organizational skills, attention to detail and ability to multitask in a changing, fast paced, high volume environment.
• Well-developed analytical and problem-solving skills; presents complete information in a clear way and provides potential solutions when requesting internal assistance.
• Strong sense of professionalism and ability to work in a team environment to successfully meet individual and department goals.
• Fluent in English
• Independently motivated and inspired by working in a dynamic environment
• Comfortable with change, ability to derive opportunity from uncertainty

Looking for French Language specialist, written and verbal communication skills in French language. 

Job purpose 

The Verification Associate is a highly motivated, responsible, analytical thinker and detail-oriented professional. The Verification Associate will assist with ensuring M3 recruits and retains panel members of high quality, providing support to the Operations team regarding respondent issues on a per project basis and providing general back up and support to the Panel/Support teams. This position includes conducting detailed desk research while also having direct communication, via phone and email, with panellists throughout the day. 

Essential Duties and Responsibilities 

Including, but not limited to the following: 

• Ability to clearly communicate with users and participants on the issues and resolve in accordance with policy 
• Examine participant and panel provided documentation for authenticity or potential fraudulence 
• Verify and validate quality of participants and their responses prior to participation in studies via desk research, direct communication 
• Review respondents scheduled for marketing research projects and follow procedures to validate respondents prior to deadline 
• Ability to think out of the box in a fast paced, quick turn environment providing suggested routes of action based on discovered information or taking direct action in user accounts 
• Verify physicians and other healthcare professionals using provided system and protocols 
• Work with potential panellists and obtain necessary information to verify or identify fraudulence 
• Conduct reverse image searches to validate verification 
• Ensure that validation tasks assigned are fully executed within the given timelines 
• Track bad data issues reported by Operations and handle appropriate communication to participants including matters regarding non-payment due to data quality issues 
• Manage post data collection validation process when requested by clients, work with overseas team as needed. Collaborate with non-validated users to successfully complete validation

Outcomes 

• Complete verification and quality check tasks under given SLAs 

Competencies 

Requirements Include: 

• 2+ years of direct customer service experience with diverse audiences, preferably in the market research and/or medical/healthcare field preferred 
• Previous experience in areas of fraud investigation, auditing, etc. strongly preferred. 
• Highly competent at identifying altered documentation, keen eye for details, internet savvy for the purpose of accurately investigating individuals and reaching conclusions. Strong desk research skills 
• Familiarity with physician’s and other healthcare professional’s educational and career paths preferred 
• Excellent interpersonal and communication skills (both verbal and written) 
• Self-motivated and able to prioritize tasks throughout the workday. Understands sense of urgency and when it is needed, can shift focus quickly and independently. Equally comfortable working on repetitive tasks for long durations as well as dynamic, new and unique projects and tasks. 
• Exceptional time management, organizational skills, attention to detail and ability to multitask 
• Well-developed analytical and problem-solving skills 
• Must have ability to work autonomously and in team environment to successfully meet individual and departmental objectives

Remote working or Permanent Work from Home

Business Unit Mission:

The Survey Programmer is responsible for programming market research studies against client materials with a goal to meet and exceed client expectations in terms of integrity of collected data, adherence to agreed timeline and budget. This individual also develops and implements “out of the box” solutions as needed.  The programmer contributes to improving overall department efficiency by adhering to current best practices as well as contributing to the creation of new best practices. This individual works closely with the other programmers and project managers and may work directly with clients on certain projects.  

A successful candidate has strong programing knowledge of Confirmit (Forsta Plus) and preferably also Decipher (Forsta Surveys) and pharmaceutical market research in general.

Essential Duties and Responsibilities:

Including, but not limited to the following:

50% - Online Survey Development

Programmer maintains full responsibility for online survey development:

• Thoroughly reviews client materials.
• Delivers high quality surveys against client’s materials within expected timeline.
• Works to resolve amendments during quality assurance/client testing phase.

30% - Client Focus

Programmer strives to exceed the client’s satisfaction when programming:

• Proactively suggests design improvements to ensure panelist comprehension.
• Meets programming timelines.
• Resolves data issues in the timeliest and most complete manner.
• Works directly with the client on custom solutions.

5% - Survey Deployment and Online Reporting

• Prepares survey for deployment and sets up link to track progress in field.

5% - Deliverables

Programmer works with Data Processing to meet client deliverable requirements, i.e., working on dashboards, specific data requirements, etc.

5% - Process

Programmer contributes to improve processes by working on tasks assigned that increase capabilities, efficiency, skillset, and marketplace competitive advantage.

5% - Miscellaneous

Programmer spends time reporting and receiving information to and from their manager and continues to learn the latest technologies in the data collections field. 

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

Supervisory Responsibility: No

Outcomes:

• Min 6.4 programming client satisfaction score on a 1-7 scale.  
• Min 94% error-free survey links. 
• Min 98% on-time link delivery with early % deliveries expected.

Competencies:

• Expert knowledge of Confirmit (Forsta Plus) a must (min 2 years required).  
• Market research experience, preferably pharmaceutical (min 1 year required). 
• Knowledge of Decipher (Forsta Surveys) in addition to Confirmit (Forsta Plus) (desirable). 
• JavaScript, jQuery, HTML programming​ knowledge.
• Commitment to accuracy and integrity, doing it right the first time. 
• Strong problem-solving skills, including an ability to “think outside the box”. 
• Adherence to set processes and standards.