Job Opportunity: QA Specialist
Job ID: R-218301
Date Posted: 06-Feb-2025
Career Level: D2
About the Role
Are you passionate about quality assurance and eager to make a meaningful impact in a fast-paced environment? We are looking for a QA Specialist to play a vital role in ensuring the highest standards across our omnichannel campaigns in the UK, Canada, and Germany. Collaborate with cross-functional teams, drive continuous improvements, and contribute to delivering exceptional customer experiences.
Key Responsibilities
- Engage with stakeholders across the UK, Canada, and Germany to enhance customer experiences for marketers, GAICE, and brand teams.
- Oversee quality assurance and control (QA/QC) for omnichannel campaigns within set SLAs and market deadlines.
- Work closely with regional leads (Email, Web, and Orchestration) and key collaborators such as Project Managers and Content Delivery Managers to ensure campaigns are effectively assigned, tested, and launched on time.
- Support post-launch hypercare for omnichannel campaigns in the UK, Canada, and Germany.
- Monitor campaign performance, identify process gaps, and collaborate with teams to resolve issues.
- Assess effort levels (via story points), track velocity, and provide capacity reports to project managers and scrum teams.
- Manage incident tickets, ensuring accurate assignment and timely resolution.
- Conduct incident analysis and maintain high SLAs for issue resolution.
- Track quality metrics, ensuring key indicators such as MTTF, MTTA, MTTD, and MTTR remain stable.
- Serve as a Subject Matter Expert (SME) on market-specific strategies and technologies.
- Standardize best practices and workflows, sharing improvements with QA teams and the wider omnichannel community.
- Act as the primary contact for leadership teams and regional QA directors regarding campaign-related concerns.
- Drive service excellence by working closely with solution owners and channel leads.
- Provide strategic guidance on campaign execution, scalability, and operations.
- Coordinate with IT teams to resolve platform-related incidents efficiently.
- Support data analysis and reporting efforts for campaign, demand, and incident management.
- Stay updated on IT capabilities and communicate new developments to relevant teams.
- Categorize campaigns based on effort levels (Small, Medium, Large) and contribute to SLA catalogs.
- Assist in demand management, forecasting, and prioritization.
- Continuously update technical knowledge in collaboration with QA and capability leaders.
- Maintain and improve incident management processes.
- Participate in Community of Practice (CoP) meetings to share insights and drive optimization efforts.
- Ensure QA teams follow standard operating procedures and identify gaps for improvement.
- Offer feedback and guidance to QA teams based on incident management insights.
- Present key metrics and team utilization reports in governance meetings.
- Conduct root cause analyses (RCA) for campaign and platform-related issues.
- Audit campaigns across multiple channels, including sales and reporting, in collaboration with relevant teams.
- Support automation efforts across different operational stages (Stage, Production, Hypercare, BAU).
- Assist in transitioning the omnichannel pod model from a fixed to a hybrid or fluidic framework.
- Provide guidance to QA leads on campaign prioritization and management.
Essential Skills & Experience
- At least 3 years of experience in omnichannel operations, working with tools such as SFMC, SFDC, Adobe Campaign, and Tealium.
- Strong problem-solving skills with the ability to recommend solutions for complex tasks.
- Familiarity with Agile and project-based demand forecasting and management.
- Innovative mindset to optimize campaign processes and workflows.
- Experience in process improvements and automation.
- Understanding of technical architectures and capability roadmaps.
- Ability to collaborate with IT teams on omnichannel solutions.
- Strong time management skills and commitment to meeting deadlines.
- Focus on service quality and incident resolution.
- Experience in data monitoring and analysis.
Preferred Qualifications
- Experience in the pharmaceutical industry is a plus.
- Knowledge of campaign management and marketing is beneficial.
- Ability to facilitate new tool adoption within market technology teams.
- Experience leading the technical delivery of large-scale omnichannel solutions.
- Strong communication skills to engage with diverse teams and stakeholders.
- Customer satisfaction focus, including addressing IT and digital health concerns.
- Understanding of omnichannel journeys and IT roadmaps.
- Experience in SQL and JavaScript for reporting interactions.
- Excellent listening, presentation, and stakeholder management skills.
- Expertise in omnichannel tools and capabilities.
Work Environment & Culture
At AstraZeneca, we believe in the power of collaboration to drive innovative solutions that transform lives. Our hybrid work model encourages in-person engagement for at least three days per week, fostering connectivity and teamwork while maintaining flexibility. We thrive in a learning-focused environment, where creativity and cutting-edge technologies accelerate our growth. With endless opportunities for professional development, this is your chance to build a rewarding career while making a real difference.
Diversity & Inclusion
AstraZeneca is committed to fostering an inclusive and diverse workplace where individuals from all backgrounds are valued and empowered. We welcome applications from all qualified candidates and ensure compliance with employment laws and non-discrimination policies.
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