Omnichannel Us Regional QA Lead

hace 8 meses

Guadalajara, México AstraZeneca A tiempo completo

**Omnichannel US Regional QA Lead**

**ABOUT ASTRAZENECA**

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca, we’re dedicated to being a Great Place to Work.

**Who we are**:
The Global Business Service (GBS) team sits within Finance at AstraZeneca and is a dynamic and result-oriented environment and provides a range of enterprise-wide services. We dare to change the way we work by freeing up the business to push the boundaries of science to deliver life-changing medicines. We aim to do this by freeing up time, freeing up money, protecting AZ’s value and providing new capabilities.

**What we do**:
A trusted partner to the business, we’re on a mission to make AstraZeneca more agile, efficient, and effective. Through our hybrid model of in-house delivery canters and service towers across the globe, we’re reimagining how we work. Here we drive new ways of working and operating models, process simplification and innovative solutions, whilst ensuring that automation and data is at the heart of everything.

**How we do it**:
Be part of a team building a community. We interact with diverse cultures and perspectives and are united by our sense of belonging. This is the place to learn and grow together.

**Why we love it**:

- As a growing multi-national company, there’s so much potential to develop. Accept opportunities at a global business that’s facing new and varied challenges. This is the place to build an exemplary, international CV.
- A fun place to be, we’re creating community hubs that build partnerships, not just working relationships.
- We’re on an exciting journey to take our team to the next stage. This is the place to leave a legacy behind.

**ABOUT THE ROLE**

**Role and Responsibilities**
- Manage a team of QA Pod Leads representing the US-OBU and US-BBU markets so that the US teams can deliver Omnichannel Campaigns with high quality.
- Manage stakeholders within the US region to provide excellent Customer Experience for Marketers and Brands.
- Responsible for (QA/QC) Quality Assurance & Quality Control across all US Omnichannel Campaigns within a well-defined SLAs and expected market timelines.
- Responsible to work with QA/Pod Channel Leads to ensure that appropriate Channel Specialists are assigned to all campaigns within the Pod for timely Delivery, Testing and QA of campaigns.
- Responsible to help the QA Leads with calculation of Level of Effort (LoE via story points), Capacity and provide the Pod PM/Scrum the overall tracking velocity and effort through reports.
- Responsible to manage the Incident management system so that all Incident tickets with the US Business Service are assigned with the correct Channel Identifier, Campaign ID, and assignee within the Pod so that they are triaged and worked on in a timely fashion.
- Responsible to maintain the SLAs of all incidents in the US Pods with high turnaround time (TAT).
- Maintain good Quality Metrics for Incident Management in Pods by tracking incidents over time and making sure that metrics like MTTF (mean time between failures), MTTA (mean time to acknowledge), MTTD (mean time to detect) and MTTR (mean time to repair, resolve, respond, and recover) are in a stable mode.
- Consulted as an SME (Subject Matter Expert) for all improvements and Ways of Working (WOWs) within the Pod so that WOWs are standardized and then dispersed to the QA Leads and other stakeholders for awareness and adoption in the Omnichannel Community of Practice.
- Function as the Single Point of Contact (PoC) for all LT and XLT members for issues that arise within the US Pods.
- Drive Service Excellence for all US Omnichannel Campaigns in collaboration with the Solution Owners/Associate Solution Owners and the respective Pod Leads.
- Function as a Technical SME Consultant to provide valuable inputs regarding the strategy, execution, scaling, and operation of capabilities for the US stakeholders.
- Be a Principal Liaison with IT for all incident issues related to platform so that they are driven to completion
- Informed of all IT Capabilities so that new capabilities that are created by IT Commercial Team are communicated as needed with the SOs/ASOs.
- Be able to assist the QA Pod Leads with the T-Shirt Sizing of Campaigns (Small, Medium & Large) and helping them build a catalog of SLAs of each service capability implemented with all its nuances.
- Be able to assist the QA Pod Leads with capacity management and assist in the Demand Management, Forecasting and Prioritization.
- Accountable for Training, Onboarding and Maintaining Technical Knowledge of Capabilities of the QA leads in collaboration with the Omnichannel QA/QC & Capabilities Leader.
- Maintain Incident Management Process in collaboratio

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