Meet The IQCS Team
Chairman (MRQSA Representative), Steele Fieldworks Ltd, 27 Gayville Rd, London, SW11
Penny has worked in market research operations since 1987,and in that time has worked in the data collection side of the business on both qual and quant methodologies. She is a Fellow of the MRS, Chair of IQCS and also serves on the Market Research Forum, MRQSA Council and the MRS Company Partner Advisory Board. In the past Penny has served on the AQR Committee as Field Representative, the MRS Accredited Interviewer Training scheme and the Respondent Interviewer Interface committee.
Vice-Chairman (MRS Representative), Group Director of Field and Data-Services, Kudos Research,4 Cam Road,
London E15 2SN
Chris has been working in telephone operations since 1985. Prior to joining Kudos Research as MD in 2006, Chris managed telephone operations for TNS, IntelliQuest Inc., Millward Brown and Harris Interactive. Throughout his career Chris has been active in the research community and has made a long-standing contribution to the understanding and development of industry wide data-collection quality standards. He has worked to support the MRS over a wide range of activities over the years – particularly those focussed on operational issues, including the Respondent Interviewer Interface Committee, MRS Accredited Interviewer Training Scheme and serving as a member on the MRS Operations Awards judging panel. Chris is a Fellow of the Market Research Society, a member of ESOMAR and AQR and has been serving on IQCS Council as a Council Member since 1998, becoming Vice Chairman in 2002.
IQCS Administrator, 6 Walkfield Drive, Epsom Downs, Surrey, KT18 5UF
Gill Wareing has been the IQCS Administrator since 1987. Until recently, she has also been Secretary/Treasurer of the Market Research Benevolent Association. This role began when she was with the Market Research Society where she held the position of Assistant Secretary-General and continued when she left the Society due to family commitments. Gill was with the MRS from 1971 – 1983 where she was concerned with the organisation of the annual conference, lunches, evening meetings and tasks related to the MRS Council and Professional Standards Committee. Her latest industry involvement is as Secretary/Treasurer of the Research Network, the association for retired and long standing researchers.
Associate Partner, Director of Operations, Quadrangle
Sam’s role has recently changed to Director of Quadrangle Operations as well as becoming an Associate Partner of the Quadrangle Group. With all the skills previously acquired, the progression has been a smooth but busy one.
With the excitement of introducing a team of highly trained quality interviewers, putting in place best working practices, quality systems working to IQCS; the natural progression will be to introduce ISO. Having been in the industry for over 20 years Sam has had the opportunity to work across all sectors and with many clients.
Between juggling a busy work and family life, general interests are confined to leisurely holidays whilst trying to catch-up on the latest releases of Terry Pratchet’s fantasy fiction series.
CW Operations Consultancy, Chief Strategist
A results orientated Research & Operations Director with over 20 years’ employment at some of the most influential and creative agencies. Approachable, fun and with certificates in individual and group work and Internal Auditing and now on the MRS CPS Board.
GFK NOP Operations (Telephone Interviewing Services), GFK NOP, 62 Alma Street, Luton, Beds. LU1 2PL
Jenny has worked in the industry for 20 years, interviewing, supervising, managing telephone centres and developing training and quality issues. She has served on IQCS Council for 3 years and sits on the sub committee for future development.
Regional Research & Quality Director UK, Nordics & Baltics, GfK U.K. Limited, Level 18, 25 Canada Square, Canary Wharf, London, E14 5LQ
Jackie is the Regional Research & Quality Director for GFK UK, Nordics & Baltics – providing guidance on compliance, legislation, industry guidelines and standards affecting market research, both in the UK and internationally.
Jackie is a member of the GfK Supervisory Board and also:
• Full Member of the MRS
• An IQCS Council Member
• Member of the UK BSI (SVS/3) Technical committee for the review of ISO 20252 standard
• MRS Market Research Quality Standards Advisory Board member (MRQSAB)
Jackie has overall responsibility for the GfK UKs Information’s Quality Department which oversees the implementation of ISO 9001 and ISO 20252 standards within GfK. Jackie regularly contributes to standards review changes in industry guidelines for the MRS, ESOMAR and CASRO, to keep them in line with new technologies and methodologies within the industry.
Business Services Director and Head of Kudos Health at Kudos Research.
Volker has worked in market research for more than 15 years in the UK and in Germany. During this time he has always been heavily involved in the data collection process both interviewers driven and online. In his career in research he was responsible for operations, as well as industry standard counselling, and spearheading QC through all departments. Volker is a certified MRS member and serving on the Strategy sub-committee that is responsible for the development and update of the IQCS Website.
Operations Manager, B2B InternationalBrian is B2B International’s Operations Manager. Based in the UK but American by birth, Brian has over 20 years’ experience in developing branding and marketing strategies.
Brian’s current role utilises organisational and management skills, as well as focus and dedication to deliver quality fieldwork. During the past five years, he has worked on numerous projects with varying clients so has the commercial awareness – and the optimism – to deliver the next project better then the last.
Since arriving in the UK, Brian has enjoyed ethnography, and the cultural interpretation of the British language, humour, folklore, history and intrinsic customs. What he misses the most about America is the food, sunshine, hunting, and American football. However, he feels there are many similarities between the two countries and his emic perspective is that the people are the same in both places; there are the good, bad and indifferent.
General Manager, London Research Center, Ugam Research Solutions, Ugam International, 1st Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF. Jackie is the General Manager-Europe at Ugam Research Solutions, where she has worked for the last 4 years; prior to this Jackie managed a telephone centre and was involved with all aspects of telephone data collection. Ugam Research Solutions is a leading company in providing market research outsourcing solutions, Ugam Research is also amongst the world’s leading international data collection experts with centres in London, UK, and Mumbai, India, offering high quality online data collection, CATI, online & mixed-mode research solutions in English and multi-language studies across B2B, Healthcare and consumer markets. Jackie is a full member of the MRS.
Field Director, Facts International, 3 Henwood Industrial Estate, Ashford, Kent, TN24 8FL. Adam started out in research as a 20 year old Executive in the field team at Sample Surveys, more latterly known as Synovate. In those early days he learned some harsh lessons about quality, quickly recognising its importance and making it central to what he does. Now, more than 13 years down the line, he has worked his way up through the ranks gathering a wealth of invaluable field management experience and contacts along the way.
In his role at Facts Adam oversees a remote team of 12 regional directors and more than 3000 interviewers – so maintaining a focus on quality is a challenge, albeit one he’s extremely passionate about.
David Burdon, International Phone Manager, RONIN Corporation,Prince Consort House, 27-29 Albert Embankment, London SE1 7TJ
David has worked in the market research industry, and the CATI sector specifically, since 2006.
Having started as a telephone Interviewer he has worked as a Supervisor, Centre Manager and is currently International Phone Manager of RONIN.
RONIN are IQCS members and for over 15 years have operated a UK CATI centre covering 25 languages and specialising in Healthcare, B2B and Consumer studies. In a constantly evolving data collection market, David believes the role of The IQCS is as relevant as ever. Online self-completion interviews, communities and big data are all areas where quality accreditation should be demanded by clients. Even if they do not necessarily know it! Being a member of the IQCS carries a data health guarantee that makes non-members look second best. David uses his position on Council to represent CATI members, as well as companies with wider field forces, to ensure that their best interests are represented and that the IQCS continues to be the gold standard for serious, quality focussed data collection.
Gaynor’s interest in market research began as a respondent in 1980 when she was recruited to attend a Martin Hamblin Research sensory test. Having had experience of interviewing when working on trade newspapers before having a family she was particularly interested in the interviewer’s professional way of handling the questionnaire and asked her how she became involved in market research.
Within a few weeks, she had been interviewed by the Martin Hamblin area supervisor and was invited to an interviewer training session, where she was accepted as an interviewer. Gaynor thought this was something she would do until she returned to work and got a “proper job”.
In fact, she stayed with Martin Hambin for twenty five years. After a couple of years as a consumer and healthcare interviewer she was appointed as London deputy supervisor and in 1985 took over the role of London area manager
In 1988 she accepted the position of IQCS Administrator based in Martin Hamblin’s London office in Smith Square,. She held this position until 1993 when she was made field manager and in 1997 field director, responsible for all UK and international face to face and telephone work.
Gaynor was invited to join the Martin Hamblin Board in March 2000. From then until the end of 2005 as Director of Operational Services she was responsible for five departments UK Face to Face, International Field, Telephone Operations, Data Production and Quality and Efficiency.
In 1993 I returned to the business as Field Manager for Marketing Sciences in Winchester, and there I stayed for more than 16 years until I retired in 2010, managing both face-to-face and telephone research. What a great job being a Field Manager is! Juggling all the balls, being asked for, and asking, the impossible and getting it, and having conversations with thousands of interesting people. The best part is the interviewers, as there would have been no job without them.
The very difficult side of a Field Manager’s job is maintaining quality standards of data collection, especially with a dispersed workforce. It requires endless vigilance, careful record keeping, a recognition of its importance by the field and supervisory teams, and an acceptance of its role, and cost, by the company. I wholeheartedly believe that for market research to have credibility each company must police itself thoroughly and continuously, setting and adhering to data collection standards in order to remain above reproach. Being inspected annually ensures that this does not slip to second place, and in my view the IQCS inspection is by far the most rigorous and satisfactory. I am delighted to be part of the IQCS inspectorate, making a continuing contribution to the maintenance of standards in market research.
Away from IQCS, I’ve recently moved to a brand new house and have developed my brickwork and path-laying skills to landscape the large garden! I love to grow plants (I’m a plantaholic, can’t go past a few plants without buying at least one, to my husband’s despair), walk, cycle and have holidays – don’t we all! – and I spend a bit, but not too much, of my time with my 4 grandchildren! Life is busy, and good!