Michael Chang Email and Phone Number

Guided the business in adopting a market research-focused approach, leveraging industry expertise to benefit the entire team. Managed and assessed operational processes and systems for the application of ISO 20252 certification, recommended and implemented best practices for both bespoke and syndicated research programs. Proposed and supported the implementation of strategies for panel growth. Managed projects end-to-end, coordinating instructions across multiple functional teams. Ensured data acquisition timelines were met for timely delivery.

Coordinated all aspects of fieldwork management across the Client team, Planning team and external database provider companies, responsible for project managing Qualitative research projects end-to-end. Includes providing feasibility to internal and external stakeholders, managed failed screening data analysis providing external clients alternative options for project specification relaxation, conducting kick off briefs, monitored recruiters daily KPI’s in a fast-pace work environment, managed hard to recruit niche groups of respondents on low incidence rate projects and collaborating closely with external clients to deliver projects within the quoted timeframes.

Managed the end-to-end process of fieldwork projects for pharmaceutical companies, coordinated all aspects of fieldwork management with cross-functional teams to ensure deadlines were consistently met. Managed an offshore support call centre with six phone recruiters based in Manila and collaborating closely with commercial teams to ensure projects were delivered to stakeholders on time and within budget.

Oversaw all aspects of phone room management for CATI research projects, managing interviewer performance to ensure strike rates exceeded averages. Proposed alternative solutions to senior management during fieldwork to prevent project creep. Ensured timely project delivery through close collaboration with team members and senior management.

Managed participant recruitment and scheduling for focus groups and in-depth interviews, conducting job briefings in line with project specifications. Oversaw staff performance throughout the project lifecycle conducting quality control checks, providing coaching and additional training to enhance interviewer skills and motivation.