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1
Yuk Ying Lee
Updated by:
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Contents
1
1.1
1.2
1.3
2
2.1
2.2
2.3
RESOURCES
RESEARCH INTERVIEWER HANDBOOK
INTERVIEWER PORTAL
WHO DOES WHAT
2-4
2-4
2-4
2-4
3
3.1
3.2
3.3
3.4
CONDUCT
ATTENDANCE
BREAKS AND PAUSES
PROFESSIONALISM
SCHEDULING
3-5
3-5
3-5
3-5
3-6
4
4.1
4.2
QUALITY
MONITORING REPORT
ADDITIONAL RESOURCES FOR QUALITY
4-6
4-6
4-6
5
5.1
PRODUCTIVITY
CALCULATION OF PRODUCTIVITY
5-6
5-6
6
6.1
6.2
6-7
6-7
6-7
7
7.1
7.2
REWARDS
INCENTIVE BONUS
REFERRAL BONUS
7-7
7-8
7-8
8
8.1
8.2
8.3
8.4
ADMINISTRATIVE INFORMATION
PAYROLL
ADP
DIRECT DEPOSIT
TERMINATION OF EMPLOYMENT
8-8
8-8
8-8
8-8
8-8
We provide a full array of quality market research service to our clients that
utilize our expertise in data collection, analysis, consulting and reporting.
Quality is valued in our fast paced work environment; we choose candidates
who are a suitable match with our expectations. This handbook will give you a
overview of Research Interviewer position. Welcome to the team!
3
3.1 Probationary Period
4
5
5.1 Role of Research Interviewer
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7
8
9
9.1 Health and safety
10 Your health and safety is important to us. Please familiarize yourself with the
Health and Safety guideline set out by the province in which you are employed.
In order to maintain a safe and hazard free work environment, here are a few
suggestions:
11
Stay organized and create a spacious desktop - Give yourself plenty of
space for your phone, headset and computer.
Be safety conscious - Use a spill-proof container with a straw or lid;
accidental spills can damage the PC. Keep the equipments safe.
12
13 It is equally important to follow the ergonomic advice for computer work. You
will be seated in front of a computer for several hours a day, it is vital that you
are seated properly to avoid injuries.
14
Adjust the height of the chair so that your shoulders are relaxed, your arms
are close to your body and your forearms are supported by the armrests.
15
Place the screen in front of you and position it to be at about arm's length.
The top of the screen must be at eye level. Your head must be straight. Adjust
the angle of the screen to optimize visual comfort. Those who wear
progressive lenses might have to lower the screen.
Place the mouse very close to the keyboard and make sure your hand and
forearm are aligned. Use a thin and flat keyboard or reduce the keyboard
inclination by lowering the rear legs of the keyboard and add a wrist rest if
necessary.
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17
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Adjust the height of the armrests so that your shoulders are relaxed,
your arms are close to your body and your forearms are supports by the
armrests. Adjust the height of the keyboard tray so that the keyboard is
slightly below elbow level. The angle formed by your arms should be between
90 and 135 degrees.
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21
22
Lower the armrests (or remove them); the chair must easily slide under
the desk. Then, bring your chest as close as possible to the desk and push
the keyboard and mouse away from the edge of the table. In this setting, it is
better to use a thin and flat keyboard.
23 Resources
23.1 Research Interviewer Handbook
24 This handbook provides you with information that is needed to get you ready for
your role in Opinion Search Inc.. We encourage you to familiarize yourself with
this information prior to your first shift. Please note that it is subject to change
at the discretion of Opinion Search Inc.
25
43 Conduct
44 Opinion Search Inc. promotes a positive work environment and provides all
employees with guidelines as to what is considered acceptable conduct.
45
45.1 Attendance
46 Due to the flexible, self scheduling we offer to our employee, employees are
expected to connect to our software on time for requested shifts that were
approved. In order to cancel a scheduled shift you must contact your Team
Leader or Associate Team Leaders. All cancellations are recorded in your file
which may be review if a valid medical note is provided to the Human Resources
department. Please note that all medical notes are subject to verification by
Human Resources department.
47
48 In situations where Opinion Search Inc. has to cancel shifts, you will be notified
by email 12 hours prior to the start of your shift.
49
49.1 Breaks and pauses
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51
52
53
54
55
56
57
58
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61
The following break allowance depends on number of hours worked, not shifts.
Less than 5 hours
One 15 minute break paid
5 hours to 8 hours
One 30 minute break unpaid & One 15 minute break paid
More than 8 hours
One 30 minute break unpaid & Two 15 minute breaks paid
Please note that break is not to be taken within the first or last 30 minute of a
shift.
62
63 All other time spent on pause is unpaid.
64
64.1 Professionalism
65 Employees are expected to be professional and courteous in all business
communications and interactions. In addition, employees are expected to be
stay focus on the tasks to which they are assigned.
66
67
67.1 Scheduling
68 Our work week runs from Saturday to Friday. You will begin scheduling for the
upcoming week on Monday. Scheduling is done based on productivity, language
requirements, skill level, project qualifications and trainings completed, etc.. To
see the list of available shift, please log in to the interviewer portal.
69
71 Quality
72 As a long standing member of the Market Research profession, we adhere to all
market research principles. This section will provide you with the basic steps to
ensure the data gathered is in good standing with Market Research principles
and project specific requirements.
73
73.1 Monitoring report
74 You will be monitored and your calls may be recorded as part of our quality
control program. You are required to obtain the respondents consent for the call
audio taping. Feedback on your performance will be provided on an ongoing
basis via interviewer portal, from your Team Leader or a member of the quality
team.
75
76 You are expected to follow the guidelines set out for Market Research Standard,
if you are following the guideline, the Quality Representative will indicate this
with a y on the monitoring reports; an x on the monitoring report indicated
that improvement need to be made in that category.
77
78 New employees are given rookie monitoring reports, generally issued within the
probationary period. This is to ensure that guidelines are being followed and
that any question or issues the employee may have are addressed as soon as
possible.
79
80
80.1 Additional resources for Quality
81 There are resources available on the interviewer portal, if you find yourself
struggling in any area of the quality guidelines. The purpose of these resources
is to provide you with additional information that can help you continue to
develop your skills.
82 Productivity
83 Productivity is highly valued in Opinion Search Inc. We depend on you to
perform to the best of your ability. Your Team Leader will contact you if your
productivity is an area of concern.
84
84.1 Calculation of Productivity
85 Your productivity is based on the number of survey you completed per hour in
comparison to the overall completion rate for all employees who worked on the
same project. This is done for each individual project.
Breach of confidentiality
Falsifying data
10
98 Rewards
99 Opinion Search Inc. values performance that supports efficient and effective
operations and our incentive programs are designed to reflect that. Not only do
we reward our employees for their dedication to their work, but we are
constantly seeking candidates who have that same commitment to productivity.
100
100.1
Incentive Bonus
101For select projects, Opinion Search will issue you an Incentive statement which
sets out your eligibility for a monetary incentive for your work on the project.
The incentives bonuses are earned by achieving a pre-set target given to you at
the start of your shift. This target is set on a daily basis and any incentive
bonuses earned will appear on your following pay.
102
102.1 Referral Bonus
103All active employees who refer a new employee to Opinion Search Inc. will
receive a $50 referral bonus added to their paycheque. The new employee must
work a minimum of 200 hours in order for the referral bonus to be issued. You
must still be an active employee after the referral has worked the required
hours in order to qualify for the referral bonus. Referral of a former employee is
not eligible for the referral bonus.
104
Payroll
106
107You will be paid every second Thursday. The cut-off
for each pay-period is the end of the previous
Saturday. As an example using the calendar to the
left, all hours worked between Sunday, January 6th
and Saturday, January 19th, would be paid out on the
following week (pay day) Thursday, January 24th.
108
108.1
ADP
109Pay statements and tax documents are made available in digital format only on
http://my.adp.ca. You are sent your log-in information for ADP via email within
your probationary period.
110
11
110.1
Direct Deposit
111Opinion Search Inc. has made direct deposit a mandatory method of payment.
You must provide direct deposit information as your pay will be deposited into
your bank account.
112
112.1 Termination of Employment
113Upon Termination of employment, a Record of Employment (ROE) will be
accessible through Service Canada.
114
115 Voluntary
116We require two weeks written notice should you decide to terminate your
employment. Upon termination of employment with Opinion Search Inc., you
last pay will continue to be through direct deposit. If you do not request shifts
for three consecutive weeks, this will be considered a voluntary termination on
your part.
117
118 Involuntary
119Depend on the severity of the offence; termination may be handled with either
immediate termination or a series of warnings. Any decision for involuntary
termination will be communicated to you within 5 business days. Please note
that failure to maintain your contract requirements will constitute for just cause
for termination.
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121
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