This position offers a distinctive opportunity to contribute to a dynamic team, driving impactful results through strategic initiatives and collaborative efforts. Candidates will be responsible for executing key tasks, ensuring alignment with organizational objectives, and fostering innovation within their designated area. The ideal applicant must possess a proven track record of success in a related field, along with the ability to analyze complex problems and implement effective solutions. Additionally, strong communication skills and adaptability to evolving priorities are essential for thriving in this role.
The Outbound Research Specialist plays a vital role in delivering operational and logistical assistance to the Customer Research team, prioritizing engagement with customer segments beyond digital or in-app outreach. This position involves executing structured outbound research calls, enrolling research participants, facilitating on-site data collection efforts, and contributing to direct customer interaction initiatives.
This position provides a crucial foundation for those pursuing a career in customer research, delivering practical exposure to research coordination, data collection, and participant management while working alongside seasoned professionals. At Midpoint, the insights of customers who interact with our POS devices, conduct transactions in markets, or engage with agents in low-connectivity regions hold equal importance to those of in-app users—and this role ensures their perspectives are amplified.
Oversee a range of critical duties encompassing strategic planning, operational execution, and team leadership to drive organizational success. Develop and implement innovative policies that enhance efficiency, compliance, and performance across departments. Collaborate with senior management to align projects with long-term business objectives while ensuring adherence to regulatory standards. Monitor team progress through regular assessments, providing constructive feedback and mentorship to foster professional growth. Manage stakeholder relationships, including clients, vendors, and internal partners, to maintain strong communication and collaboration. Ensure all operational processes adhere to company policies and industry best practices to uphold quality and consistency.
Conduct outgoing research-based telephone calls to gather targeted information, engaging potential respondents with professionalism and courtesy. Diligently adhere to pre-established scripts while adapting inquiries to ensure clarity and relevance in responses. Maintain meticulous records of interactions, documenting key details accurately in designated systems. Uphold compliance with all regulatory and company-specific guidelines throughout each engagement. Demonstrate strong interpersonal skills to foster trust and cooperation with contacts. Prioritize efficiency and thoroughness to meet daily call volume and quality metrics.
Execute systematic outbound calls to customers from a designated daily queue, adhering strictly to preapproved scripts and established protocols.
Conduct customer satisfaction and experience surveys telephonically, systematically gathering quantitative ratings alongside qualitative verbatim feedback to assess service quality and customer sentiment.
Accurately and thoroughly document all call outcomes—including call disposition, survey responses, and observation notes—prior to advancing to the subsequent record.
Ensure strict compliance with all consent, data handling, and opt-out protocols for each call, without fail.
We are seeking a skilled professional to oversee participant recruitment and provide comprehensive support for panel operations, ensuring seamless engagement and effective management of panelists throughout various initiatives. This role involves identifying and engaging suitable participants, coordinating logistics for panel sessions, and maintaining clear communication channels to facilitate smooth collaboration among panel members. The ideal candidate will possess strong organizational abilities, excellent interpersonal skills, and a proven track record in managing diverse participant groups while ensuring adherence to project timelines and objectives.
Identify and onboard participants who align with the specific criteria outlined by Customer Experience (CX) Researchers and Team Leads for qualitative research interview recruitment purposes.
Conduct a thorough assessment of prospective participants to verify their eligibility in accordance with the specified research criteria prior to finalizing their enrollment.
Engage prospective participants in the Midpoint research community by adhering to established consent protocols to onboard new members.
Assist the Research Operations Coordinator with the organization and management of participant records, as well as the monitoring of the recruitment pipeline.
We gather data on an as-needed basis to support specific operational or analytical requirements, ensuring the information collected is accurate, timely, and directly relevant to the task at hand. This role involves identifying data sources, designing collection methodologies, and executing the process efficiently while maintaining strict adherence to data quality standards. The position requires meticulous attention to detail, the ability to work independently with minimal supervision, and strong organizational skills to manage multiple ad hoc requests simultaneously. Proficiency with data collection tools, platforms, or software is essential, along with the capability to interpret and present findings clearly to stakeholders.
Perform concise, structured telephone surveys and initial screening interviews as instructed by the Research Operations Coordinator or CX Research Team Leads.
Log responses verbatim, ensuring no alteration to the original meaning expressed by the customer.
Provide support in structuring and categorizing preliminary data in collaboration with senior team members to ensure accurate and consistent organization.
The Field Observation and Support Centre Visits involve conducting on-site evaluations and providing assistance at designated locations. This role requires traveling to various sites to assess operational performance, identify areas for improvement, and ensure compliance with established standards. Responsibilities include gathering detailed data, documenting findings, and offering recommendations to enhance efficiency and effectiveness. Strong analytical skills, attention to detail, and the ability to work independently in diverse environments are essential. Additionally, effective communication and collaboration with team members and stakeholders are crucial to achieving desired outcomes.
Visit customer support centers and on-site locations on a monthly basis to gain first-hand insights into authentic customer engagements and facilitate direct conversations with clients.
Qualitative observations documented during field visits must be recorded in the designated research repository within 48 hours, with proper categorization aligned to the relevant product domain.
Pattern observations derived from support center inquiries and field visits should be communicated to the designated CX Researcher without delay.
Designing and implementing innovative learning programs, this role focuses on enhancing employee skills through various training initiatives. Responsibilities include identifying skill gaps, developing curriculum, delivering workshops, and evaluating training effectiveness. The ideal candidate will possess strong communication skills, expertise in instructional design, and a passion for fostering continuous professional growth. Familiarity with learning management systems and experience in corporate training are highly valued.
Diligently acquire and implement core research methodologies, essential tools, and industry-recognized best practices.
Gradually assume greater responsibility for overseeing and executing standard research support functions with minimal oversight, fostering self-reliance and efficiency in daily operations.
Engage in collaborative knowledge exchange sessions with colleagues and actively foster a dynamic and robust research environment.
Seeking candidates with a proven track record and relevant professional history in the specified field. Applicants should possess the requisite educational qualifications and hands-on experience to excel in this role. Familiarity with industry standards, methodologies, and best practices is essential, along with the ability to apply them effectively in a dynamic work environment. Strong problem-solving skills, adaptability, and a commitment to continuous learning are highly valued. Prior experience in similar positions or related sectors will be advantageous.
Professional Experience in Client Engagement: A minimum of one to three years of relevant experience in roles that involve direct interaction with customers, including outbound calling, customer support, field sales, or comparable positions.
Applicants with direct experience in customer support roles will be given preference during the evaluation process.
A bachelor’s degree in any discipline is required, with preference given to candidates who have completed relevant coursework in research methods, social sciences, business, or marketing.
Ability to operate independently with minimal oversight on standard tasks is required.
Preferred candidates will have previously undertaken research-related responsibilities in a professional setting, either through a formal internship or in a supporting role at a technology or financial services organization.
Preferred experience includes utilizing a phone-based customer relationship management system or contact center platform.
Demonstrates a robust proficiency in relevant technical and soft skills, coupled with a strong alignment to key competencies essential for success in the role. Exhibits exceptional analytical thinking, problem-solving capabilities, and adaptability in dynamic environments. Maintains meticulous attention to detail while managing multiple priorities with efficiency and precision. Communicates with clarity and professionalism, fostering collaboration across teams and stakeholders. Upholds high standards of ethical conduct and accountability in all responsibilities. Continuously seeks opportunities for professional growth and development to enhance performance and contribute to organizational objectives.
Clear and effective verbal communication in English, with a professional tone, is required.
Apt at comfortably initiating conversations with unfamiliar contacts while maintaining clear focus throughout.
A strong preference exists for candidates with fluency in at least one of Nigeria’s prominent indigenous languages, including Yoruba, Igbo, or Hausa.
Maintain rigorous standards in data discipline by capturing information with precision, strictly adhering to the logging of customer statements as they occur, without interpretation or assumptions.
Strong organizational abilities and meticulous attention to detail are essential.
Demonstrates a strong capacity for empathy and a sincere dedication to gaining profound insight into individuals’ experiences and perspectives.
Proficient in utilizing standard office software suites, including Google Workspace or Microsoft Office.
A fundamental grasp of both qualitative and quantitative research methodologies is required.
Demonstrated proficiency in utilizing widely adopted survey platforms or project management tools is essential.
Qualifications
BA/BSc/HND
Experience Required
1 - 3 years
