Job Description – ROA Panel Admin

Position Summary
The ROA Panel Admin is responsible for ensuring panelist recruitment in the ROA Panel by persuading selected panelists to join, maintaining continuous data flow within the panel, monitoring data quality, and providing feedback and recommendations to senior management when required.

Key Responsibilities

• Review and monitor daily Quality Reports on Atria to identify panelists with issues and categorize problem types.
• Monitor device and remote-control usage; provide detailed instructions where necessary.
• Identify panelist’s requiring technical support, contact them, and schedule maintenance visits.
• Conduct phone calls with candidate panelists to inform and persuade them to join the panel and contribute to achieving panel targets.
• Contact panel households prior to scheduled technical visits to confirm appointments; manage cancellations and rescheduling by coordinating with field technicians.
• Accurately record technical faults, installation appointments, and address details into the system
• Track and confirm whether installations are completed successfully and on time.
• Resolve issues occurring during panelist visits (e.g., panelist not available, technical failures, appointment cancellations, delays) by liaising with both technical services and the panelist.
• Measure panelist satisfaction through post-installation follow-up calls; evaluate technician performance based on defined criteria and report results to relevant teams and managers.
• Respond to incoming calls from panelists regarding technical installation, incentive programs, or other inquiries, ensuring compliance with quality standards and informing relevant departments to take necessary action.