CATI Survey Manager

The CATI Survey Study Manager is responsible for the end-to-end management of complex quantitative survey research projects, with a primary focus on Computer-Assisted Telephone Interviewing (CATI) studies. This position oversees questionnaire programming, CATI field operations, project implementation, data collection quality assurance, client communications, and survey reporting. The ideal candidate has extensive experience managing federally sponsored survey studies, including work conducted for the U.S. Department of Veterans Affairs (VA), and possesses a strong understanding of survey methodology, respondent engagement, and regulatory compliance requirements.

The successful candidate will serve as a key liaison between research teams, programmers, field operations staff, and federal clients to ensure projects are delivered on time, within budget, and according to the highest standards of data quality.

Project Management

• Manage all phases of quantitative survey research studies from project kickoff through final reporting and delivery.
• Develop and monitor project schedules, staffing plans, and deliverables.
• Coordinate cross-functional teams including researchers, programmers, field supervisors, interviewers, and data analysts.
• Manages the identification and resolutions of issues impacting assigned projects. Escalates to management as needed.
• Serve as the primary point of contact for clients and stakeholders.
• Lead project meetings, prepare status reports, and communicate project progress, risks, and mitigation strategies.

CATI Field Operations Management

• Oversee CATI data collection and survey inbound/outbound help desk activities.
• Ensure adherence to established survey protocols and quality standards.
• Identify quality issues early and implement coaching strategies that reduce protocol deviations and quality defects.
• Coach and improve interviewer/agent and quality control monitor performance to achieve quality measure of 1% or fewer of examined calls not meeting quality standards.
• Monitor key field metrics including response rates, cooperation rates, refusal conversion outcomes, and sample productivity.
• Manage sample releases, dialing strategies, and fieldwork timelines.
• Collaborate with field supervisors to maximize productivity and respondent participation.
• Escalate health events during telephone calls using established protocols.
• Stay current with the latest trends, software, and best practices in survey operations. Share learnings with the Business Intelligence and Insights team.
• Identify opportunities to improve survey processes, tools, and methodologies, ensuring the organization leverages people and tools effectively and meets or exceeds customer needs.
• May travel as required – Less than 10%

Supervisory Responsibilities and Work Schedule

• This job supervises CATI interviewers and quality control monitors.
• CATI interviews and QC monitors work Monday to Friday 10AM-9PM. This position will work in the corporate office from 930am to 530pm with 30 minutes for lunch and remain on call Monday through Friday throughout the remainder of the interviewing shift.

Federal Survey Research

• Manages Federal projects including client relationship management. Monitors the performance and progress of assigned Federal program with support & oversight from Manager and Federal team. Prepares and coordinates internal and external Program Management Reviews and briefs under the supervision of the Program Manager.
• Ensures compliance with applicable regulations and contractual requirements.
• Ensure compliance with federal data security, confidentiality, and privacy requirements.
• Develop and maintain project documentation required for federal contracts and task orders.
• Support survey studies involving special populations, including military Veterans.
• Contributes to proposal development efforts as requested.

Data Quality and Reporting

• Implement quality assurance protocols throughout questionnaire programming and field operations.
• Monitor real-time survey data for completeness, consistency, and quality.
• Review interviewer recordings and operational metrics to ensure compliance with study protocols.
• Prepare field reports, response rate summaries, and project performance dashboards.
• Coordinate survey data delivery and documentation for clients and internal stakeholders.

Client Relationship Management

• Build and maintain strong relationships with federal agency clients.
• Present project updates, findings, and recommendations to clients and stakeholders.
• Respond to client requests and oversee implementation of study modifications.
• Support proposal development and business development efforts for new survey research opportunities.