Job Summary

The Field Supervisor is responsible for recruiting, training, supervising and motivating a team of Interviewers.

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

IMPORTANT
Only applications received via BrighterMonday will be considered. Any phone calls, emails or other types of canvassing may lead to your application being disqualified.
Please do not apply if you do not meet the minimum requirements set out below.

Position Title:    Field Supervisor
Division:    CI&I Operations
Reports to:    End to End Coordinator
Staff Reporting to Position:    Interviewers

OVERVIEW:
The Field Supervisor is responsible for recruiting, training, supervising and motivating a team of Interviewers. This role must assume ultimate ownership of all data collection activities in the field and ensure that all Interviewers carry out assigned projects according to standard procedures, specified methodology and project requirements. The Field Supervisor is responsible for the continual supervision and improvement of all field activities, with a focus on quality standards, cost efficiencies and on-time, on-budget project execution.
➢    Working Week: overlap between office and interviewing hours; Maximum 6 days a week
➢    Location:

REGION:
NAIROBI WEST

COUNTY:
NAIROBI WEST
KIAMBU

REGION:
NAIROBI EAST

COUNTY:
NAIROBI EAST
MACHAKOS
KITUI
MAKUENI
KAJIADO

REGION:
CENTRAL

COUNTY:
MURANGA
NYERI
NYANDARUA

REGION:
COAST SOUTH

COUNTY:
MOMBASA
KWALE

REGION:
COAST NORTH

COUNTY:
KILIFI

REGION:
RIFT VALLEY CENTRAL

COUNTY:
UASIN GICHU
NANDI
BOMET
NAKURU
KERICHO

REGION:
RIFT VALLEY NORTH

COUNTY:
WEST POKOT

REGION:
RIFT VALLEY SOUTH

COUNTY:
NAROK

REGION:   
NYANZA NORTH

COUNTY:
KISUMU
SIAYA

REGION:   
NYANZA SOUTH

COUNTY:
HOMABAY
KISII
MIGORI
NYAMIRA

REGION:   
WESTERN

COUNTY:
BUNGOMA
KAKAMEGA
BUSIA
MERU
EMBU

REGION:   
EASTERN  NORTH

COUNTY:
ISIOLO

REGION:   
NORTH EASTERN

COUNTY:
GARISSA

CORE COMPETENCIES AND EXPERTISE:
●    Experience in supervising staff or leading a team
●    Solid understanding of the interview process, preferably in market research, and familiarity with commonly used terminology and jargon
●    Strong communication and “people skills”; able to effectively problem solve and diffuse potential conflicts
●    Organized with strong time management skills; proactive and able to meet deadlines and follow-up on action items
●    Detail-oriented, both in receiving and giving instructions, and in monitoring fieldwork
●    Thorough understanding of the related Nielsen SOPs and fieldwork standards
●    Good command of English and local language(s) (verbal and written)
●    Interviewer recruitment capabilities (where applicable)
●    Computer literacy and accurate keyboard skills

KEY RESPONSIBILITIES:
Required Training:

●    ESOMAR Code of Practice (portions relating to interviewing standards)
●    ESOMAR Mystery Shopping Guidelines
●    ESOMAR Passive Data Collection Observation and Recording
●    Nielsen Code of Conduct
●    Privacy Act (as it relates to market research and local country)
●    Nielsen’s data collection process as outlined in the Quantitative Data Collection SOP
●    Supervisor Induction Training on myLearning
●    Interviewer Induction Training on CDAR (newly appointed Supervisors)
●    Health and safety requirements per the Field Personnel Security Measures SOP
●    Interviewer recruitment procedures per this Field Personnel Recruitment and Training Manual
●    BASES Data Collection SOP (if applicable)
●    Individual Level Data & Project Material Retention SOP
●    General administration overview (e.g., Ops project flow, Local country Quality Control, etc.)
●    Maintain knowledge of, fully support and implement all procedural and policy changes introduced into Nielsen’s Data Collection process

Staff Training & Management:
●    Ensure all staff reporting to this position understand the Nielsen Code of Conduct and Field Standards and Policies, including confidentiality and security requirements
●    Recruit, train, supervise and motivate Interviewers to ensure Nielsen’s data collection needs are fully met
○    If due to the local country structure, Interviewer recruitment is not the responsibility of Field Supervisor, then Field Supervisor is responsible for initiating the request with End to End Coordinator for more resources/Interviewers
●    Conduct all training per Nielsen Standards and documented processes and procedures
●    Ensure all Interviewers are fully trained in the Interviewer training modules, including the relevant methodology training for the project they are assigned to
●    Execute resource allocation and cross-training to allow for adequate coverage during times of heavy workload volumes or Interviewer absences (i.e., during sickness and leave)
●    Monitor productivity of Interviewers (e.g., contact sheets, Data Quality Analysis, etc.), provide feedback and document all performance and disciplinary issues
●    Ensure all trainee Interviewers are assigned a “buddy”, have Validation Checks performed on their work and are accompanied/observed on at least their first assignment
●    Adhere to Nielsen’s formal Check-in Process, with Individual and Company objectives set each January and reviewed regularly with staff throughout the year
●    Conduct formal Interviewer performance appraisals annually
●    Provide deserved recognition and ongoing performance feedback to Interviewers to improve their morale and motivation, and encourage continuous improvement
●    Ensure any performance/disciplinary issues outlined in the Employment Agreement and Field Policies are given a high priority; any formal meetings/issuing of warnings must be agreed with/instructed by the Field Manager/End to End Coordinator prior to taking place

Project Management:
●    Liaise with Field Manager/End to End Coordinator regarding queries, feedback and changes to ensure all projects are conducted within the agreed specifications, budget and timeframe
●    Ensure field interviewing is scheduled to 1) start and finish on time, 2) meet the dispatch schedules and 3) be carried out within the standard hours of interviewing
●    Confirm that all personnel assigned to a project, including Interviewers, are fully briefed in terms of the project questionnaire, methodology and timelines
●    Perform required Quality Validations (e.g., Interview Monitoring, Recontacts, Data Quality Analysis, etc.) and follow-up on any necessary actions; this may require Interviewer re-training, which should be fully documented and their future work monitored
●    Perform a thorough investigation into any discrepancies identified by Independent Quality Control (IQC) team; share findings with IQC team and End to End Coordinator, and take appropriate and timely action(s)
●    Where necessary, increase Interviewer Monitoring when experiencing high error or refusal rates, low telephone rates, or for Interviewers identified by the Client Service/IQC team as needing additional monitoring
●    Perform weekly reviews of Interviewer statistics/productivity and take appropriate action(s) as needed
●    Conduct CAPI/CATI program checks ensuring programming is to specification and display is acceptable to field; for CAPI, ensure a register is maintained of all devices assigned to field personnel, including Interviewers
●    Provide daily, or as agreed-upon, progress updates to Client Service outlining interview/ quota completions; monitor and report on ‘target vs. actual’ numbers with reasons for any variances
●    Accurately maintain all required project documentation to fully support field processes and requirements per the Quantitative Data Collection SOP

General:
●    Advocate for staff welfare and safety at all times; encourage Interviewers to take their required breaks
●    Foster honest, two-way communication with End to End Coordinators and Interviewers, as well as with other project resources and teams
●    Effectively delegate tasks/workflow to ensure project quotas and timelines are met
●    Ensure timesheets, claims and expenses are verified, authorized and submitted for processing
●    In certain exceptional circumstances, Field Supervisor may need to conduct respondent interviews to keep a project on schedule or within budget (e.g., replacing an interview for quality reasons)
●    Communicate the following to End to End Coordinator in timely and objective manner:
○    Concerns regarding training and/or project requirements
○    Validation-related queries/issues of concern
○    Work-related incidents, including security incidents
●    Dress appropriately for Interview Monitoring (i.e., Accompaniment on Door-to-Door interviews or Observation of interviews at Central Locations)

Important Safety Tips

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