Job Title: QA Specialist
Career Level - D2
Introduction to role
Are you passionate about quality assurance and looking to make a significant impact in a dynamic environment? Join our team as a QA Specialist and play a crucial role in ensuring the excellence of our omnichannel campaigns across the UK, Canada, and Germany. Collaborate with diverse teams, drive continuous improvements, and help us deliver outstanding customer experiences.
Accountabilities
- Handle collaborators within the UK, Canada, and Germany regions to provide excellent Customer Experience for Marketers, GAICE, and Brands.
- Responsible for (QA/QC) Quality Assurance & Quality Control across all UK, Canada, and Germany Omnichannel Campaigns within well-defined SLAs and expected market timelines.
- Work with UK, Canada, and Germany Pod Leads (Email, Web, and Orchestration Leads) and collaborators like Project Managers, Content Delivery Managers, Solution Owners, Associate Solution Owners to ensure appropriate Channel Specialists are assigned to all campaigns within the Pod for timely Delivery, Testing, and QA of campaigns.
- Drive Hypercare post Go live of Omnichannel campaigns within the UK, Canada, and Germany regions.
- Monitor assigned UK, Canada, and Germany Pod campaigns in BAU and identify issues and gaps in processes so that they are addressed by the delivery teams.
- Calculate Level of Effort (LoE via story points), Capacity and provide the Pod PM/Scrum the overall tracking velocity and effort through reports.
- Manage the Incident management system so that all Incident tickets assigned to the UK, Canada, and Germany market queues are assigned with the correct Channel Identifier, Campaign ID, and assignee within the Pod for timely triage and resolution.
- Perform analysis of incidents and maintain the SLAs of all incidents in the EUCAN Pod with high turnaround time (TAT).
- Maintain good Quality Metrics for Incident Management in Pods by tracking incidents over time and ensuring metrics like MTTF, MTTA, MTTD, and MTTR are stable.
- Act as an SME (Subject Matter Expert) to understand all nuances of UK, Canada, and Germany Markets with various strategies employed and technology nuances incorporated into the Market Technology Stack.
- Standardize improvements and Ways of Working (WOWs) within the UK, Canada, and Germany Pod and disperse them to QA Leads and other collaborators for awareness and adoption in the Omnichannel Community of Practice.
- Function as the Single Point of Contact (PoC) for all LT and XLT members, EUCAN Regional QA Director for issues that arise within the UK, Canada, and Germany Pods.
- Drive Service Excellence for all UK, Canada, and Germany Campaigns in collaboration with Solution Owners/Associate Solution Owners and respective Channel Pool Leads.
- Function as a Technical SME Consultant to provide valuable inputs regarding strategy, execution, scaling, and operation of capabilities for EUCAN partners.
- Liaise with IT for all incident issues related to the platform to drive them to completion.
- Support the EUCAN Regional Director with data, reporting, and other task activities related to Campaign, Demand, and Incident Management.
- Stay informed of all IT Capabilities so that new capabilities created by IT Commercial Team are communicated as needed with SOs/ASOs.
- Responsible for T-Shirt Sizing of UK, Canada, and Germany Campaigns (Small, Medium & Large) and helping build a catalog of SLAs of each service capability implemented with all its nuances.
- Manage Capacity management and assist in Demand Management, Forecasting, and Prioritization.
- Self-train and maintain technical knowledge of capabilities in collaboration with Omnichannel QA/QC & Capabilities Leader.
- Maintain Incident Management Process in collaboration with IT and manage incidents for appropriate triage to assignees.
- Support Omnichannel CoE (Center of Excellence) Director efforts towards Continuous Improvements and Optimization through the Community of Practice (CoP).
- Collaborate in CoP meetings as needed to provide input to Channel SMEs and other stakeholders.
- Support the road map of EUCAN Capabilities and nuances with Omnichannel QA/QC & Capabilities Leader so that all E2E QA Processes are robust and scalable across EUCAN Pods.
- Ensure QA teams execute Standard Operating Process (SOPs) for relevant Pods and report any operational gaps or lack of standards through CoP.
- Provide feedback to QA Pod Leads/teams by interacting with them and resolving outstanding issues with Subject Matter Expertise (SME) based on lessons learned through Incident Management and documenting the same with Operational SOPs and Capability Decks.
- Present relevant market Metrics and market Team Utilization & Key highlights in PMO Governance meeting to Senior LT Team when requested.
- Provide RCAs - Root cause analysis (campaign or platform related) by appropriate teams to respective EUCAN collaborators.
- Audit campaigns across channels including Sales and Reporting in collaboration with teams.
- Support Reporting team with their QA of Reporting Dashboards in BAU.
- Support IT/GCO tools for Automation in Stage, Prod, Hypercare, and BAU.
- Support Flexing of Capacity of Omnichannel Pod Model from Fixed to Hybrid into a Fluidic Factory model.
- Provide Guidance to QA Pod Leads for proper delivery of campaigns including prioritization, mapping, and management.
Essential Skills/Experience
- 3+ years of Omnichannel experience in operations with different tools like SFMC, SFDC, Adobe Campaign, and Tealium.
- Recommending solutions to the team/stakeholders for complex tasks.
- Understanding Agile mode and Project mode for demand forecasting, analysis, and management.
- Innovative thoughts to standardize/optimize an existing Campaign process/operations
- Able to drive Continuous Process improvements and Process Automations.
- Understanding the architecture/road map of new capabilities.
- Technically able to connect with IT on different Omnichannel Capabilities.
- Ability to meet timely deadlines.
- Ability to ensure the Quality of work with Services and Incidents.
- Strong focus on customer service/management.
- Experience in monitoring data is a must.
Desirable Skills/Experience
- Experience in pharma industry is an added advantage
- Campaign management & Marketing is a plus.
- Ability to understand and facilitate new Tool adoptions among Pod Teams from Martech (Market Technology) Stack.
- Experience leading the technical delivery of large scalable Omnichannel solutions preferable.
- Experience communicating with diverse teams.
- Experience providing Customer (Marketing Teams/Brands) Satisfaction.
- Addressing Customer concerns like IT and CDH (Commercial Digital Health) as an SME.
- Experienced in understanding Omnichannel Journeys and IT Roadmaps.
- Experienced in understanding campaign strategy, requirements & E2E implementation.
- Experience communicating with partners in multiple geographies.
- Experienced in SQL & Java script for interaction with reporting teams
- Strong listening & presentation ability.
- Function as a Subject matter Expertise for all Omnichannel Capabilities and Tools.
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
At AstraZeneca, we are driven by learning. Our open-minded team thrives on working seamlessly across different functions. The diversity of perspectives fuels our passion for lifelong learning. We leverage exciting new technology and digital innovations to accelerate our evolution. Our entrepreneurial spirit keeps us ahead of the rest as we apply creativity to every task. With countless opportunities available, this is the place to build an unrivaled reputation while making a big impact on patients' lives.
Ready to make a difference? Apply now!
Date Posted
Closing Date
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.