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Research Interviewer Policy

Manual

OPI FD (E) 0400. 29.01.14

Document Control
Version Number:
Written by:

1
Yuk Ying Lee

Updated by:
Approved by:

Yuk Ying Lee


Kerri Loiselle

Purpose and Scope:


The purpose of this handbook is to inform new and current interviewers of the policies
and procedures of Opinion Search Inc. It will cover only those policies and procedures
which apply to the all Research Interviewers.

OPINION SEARCH INC. RESTRICTED


Proprietary Warning
The information contained herein is proprietary to Opinion Search
Inc. and may not be used, reproduced or disclosed to others except
as specifically permitted in writing by the originator of the
information. The recipient of this information, by its retention and
use, agrees to protect the same and the information contained
therein from loss, theft or compromise.

Contents
1
1.1
1.2
1.3

WELCOME TO OPINION SEARCH INC., A SUBSIDIARY OF HARRIS/DECIMA!


1-3
PROBATIONARY PERIOD
1-3
ROLE OF RESEARCH INTERVIEWER
1-3
HEALTH AND SAFETY
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

CONDUCT & DISCIPLINE


CHRONIC MISCONDUCT
GROSS MISCONDUCT

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

1 Welcome to Opinion Search Inc., a subsidiary of


Harris/Decima!
2

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

The probationary period is defined as six months of conditional employment.


Informal and ongoing feedback will be provided to you during this assessment
process. This period begins on the Employees first day of employment and is
designated as a time for both the employee and Opinion Search Inc. to assess
the suitability of the employee to the position and the organization in general.

5
5.1 Role of Research Interviewer
6

7
8

Research Interviewers hold the most critical position in Market Research. As a


Research Interviewer, you are responsible for contacting the
consumers/respondents who are needed for a particular study. You are the
person who asks them the questions, and records their answers. The analyzed
results are then provided to our clients.
Your skills and your integrity are essential to the vital role that the marketing
and opinion research industry plays in our society. You are the link between
products, service providers and consumers. You pass on consumer wants,
needs, reactions and expectations. You convey to the respondent the value of
their participation and that their opinion matters. Market research can not
happen without the key player, you.

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:
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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.
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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.

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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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18

Furniture with adjustable keyboard tray

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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

Furniture with flat surfaces

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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

25.1 Interviewer Portal


26 The Opinion Search website (www.opinionsearch.com) has a link that all current
employees can access to submit their availabilities for their schedule, review
their file, submit HR tickets, obtain additional resources, etc. When on the
Opinion Search home page, click on Crew Log-in to access the log-in page, or
bookmark http://crew.opinionsearch.com/crew/login.php
27
27.1 Who does what
28 Team Leaders occupy an important role in productivity and efficient operations
of the team to which they are assigned. They provide leadership and
supervision for the Associate Team Leaders and Research Interviewers. They
assign projects and provide interviewers with specific instructions regarding the
projects. Furthermore, they are responsible for scheduling the interviewers on
their team on a weekly basis.
29
30 Associate Team Leaders have an integral function: coaching and motivating
the Research Interviewers. They monitor sample and quotas to ensure we are
meeting the target set for the project. They are there to help interviewers
improve their quality of work and achieve a high productivity rating.
31
32 Please let your Team Leader or Associate Team Leader(s) know if you suspect
something is wrong with the programming of the study. Any concerns a
respondent has expressed about the survey itself, whether it is about the
subject matter, the length, structure of the survey or any specific
questions/comments should be brought up with your team leader. This
information is valuable to the client and will be forwarded accordingly.
33
34 If you have any questions about your project, productivity, or schedules, please
contact your Team Leader.
35
36 Quality Representatives listen to recorded and live calls to ensure that our
Quality standards and MRIA rules are upheld by interviewers and to provide any
feedback or comment regarding the interviewer to their Team Leader or
Associate Team Leader.
37
38 If you have any questions about the quality guidelines or the quality evaluation,
please contact a Quality Representative.
39
40 Human Resources department is responsible for recruitment, selection,
training process, disciplinary process and separation of employees. The
department is also responsible for administering and monitoring field processes
and programs. All members of the Human Resources department are familiar
with all policies and procedures for Opinion Search Inc.
41
42 If you have any questions about your pay, taxation level, reward programs, etc.,
please contact a member of the Human Resources department.

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
50
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58
59
60
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

70 The minimum scheduling requirement is 22 hours a week, and 20 hours of


weekend hours per month. Any request for vacation must be approved by your
Team Leader. In Quebec, all vacation pay request will be submitted to Human
Resources department.

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.

86 Conduct & Discipline


87 Opinion Search Inc. recognizes the responsibility to inform employees of unmet
expectations or dissatisfaction in a timely and open manner and where
appropriate to provide an opportunity to correct, improve or change behaviour.
88
88.1 Chronic Misconduct
89 Chronic misconduct is defined as a continuing pattern of less serious but still
significant actions or inactions. Opinion Search Inc. subscribes to the principal of
progressive discipline in situations that affect the work environment. Our
disciplinary process has several different possible warning levels and they are as
follows:
90 Level I Warning This is the first level of formal warning, where you have
accumulated 10 demerits. You will be notified that your actions are
unacceptable and then explained the consequences if such actions continue.
91 Level II Warning This is the final level of warning, where you have
accumulated 5 demerits after the issuance of Level I warning. You will be
explained that if such actions continue, your employment with Opinion Search
Inc. will be terminated for cause.
92
93 Warnings are issued electronically, and you will be prompted to accept the next
time you log in to the interviewer portal. If you refuse to acknowledge a
warning, you will not be permitted to work until you have acknowledged the
warning that was issued to you.
94
95 The nature, frequency and severity of the infraction(s) may result in one of the
above outlined action being taken. All actions will be documented in the
employees file to indicate a potential problem. Employees who require
corrective action are responsible for taking the matter seriously and actively
working to correct their behaviour(s) and/or performance.
96
96.1 Gross Misconduct
97 Gross misconduct is defined as an action or inaction on the part of an employee
which results in consequences which directly put at risk the well being
( physical, psychological, economic) of other employees or the organization as a
whole. Employees found to have breached any of our zero tolerance policies
below will face disciplinary action up to and including termination of
employment without notice.

Absenteeism without notice

Breach of confidentiality

Falsifying data

Harassment: sexual, physical and/or verbal

10

Negligence, insubordination, or other unprofessional behaviour, or lack of


behaviour, that disturbs our operations

Using profanity in any business communication, or otherwise being rude to a


respondent

Vandalism or theft of property

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

105 Administrative Information


105.1

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.
120
121

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