Pod Qa Associate (Guadalajara)

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 are dedicated to being a Great Place to Work.

Who we are

The Integral 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.

Role and Responsibilities

• Handle collaborators within US region to provide excellent Customer Experience for Marketers, GAICE and Brands.
• Responsible for QA/QC Quality Assurance & Quality Control of Omnichannel Campaigns within well‑defined SLAs and expected market timelines.
• Responsible for scheduling Campaign Health Check calls with Market stakeholders post campaign launch to identify pain points in the deployed campaigns.
• Primarily responsible for monitoring assigned US Pod campaigns in BAU and identifying issues and gaps in processes so that they are addressed by the delivery teams.
• Be a Principal Liaison with relevant upstream/downstream teams for all incidents related to platform so that they are driven to completion.
• Responsible for managing Reporting Dashboards comprising of key metrics to perform analysis of incidents and maintain the SLAs of all incidents in the region.
• Identify operational gaps in the existing ways of working and suggest improvements by automating redundant tasks to reduce human intervention and limit errors.
• Audit campaigns across channels including Sales and Reporting in collaboration with teams.
• Provide feedback to the QA Pod Leads/teams as necessary by interacting with them and resolving outstanding issues based on lessons learned through Incident Management and documenting the same with Operational SOPs, RCAs (Root Cause Analysis) and Capability Decks.
• Act as an SME (Subject Matter Expert) to understand all the nuances of Market with its various strategies employed into the Market Technology Stack.
• As a QA Lead, responsible for improvements of Ways of Working (WOWs) within the Pod.
• Serve as the Single Point of Contact (PoC) for all incident related issues to the market stakeholders.
• Drive Service Excellence for all Campaigns in collaboration with the Solution Owners/Associate Solution Owners and the respective Channel Leads.
• Responsible for campaign handovers and configuring alerts, relevant dashboards and monitoring alerts raised in BAU by informing the appropriate stakeholders as necessary.
• Stay informed of all IT Capabilities so that new capabilities created by IT Commercial Teams are communicated as needed with the SOs/ASOs.
• Responsible for self‑training and maintaining technical knowledge of Omnichannel Capabilities.
• Maintain Incident Management Process in collaboration with IT and manage incidents.
• Build & support Ways of Working with the Channel SMEs so that all E2E QA processes are robust and scalable across other Pods.
• Ensure that the POD teams are executing the Standard Operating Process (SOPs) for the relevant Pods and report any operational gaps or lack of standards.

Essential Skills and Experience

• A bachelor's degree is required, preferably in Science, Engineering, or other related technical field.
• 1-3 years of experience in QA Manual testing software.
• An expert analyst capable of proposing solutions to the team/stakeholders for complex incidents.
• Understanding of Agile and Project modes for demand forecasting, analysis, and management.
• Innovative thoughts to standardize/optimize an existing Campaign process/operations.
• Ability to drive continuous process improvements and process automations.
• Understanding of the architecture/road‑map of new capabilities.
• Ability to work on tight timelines.
• Ability to ensure the quality of work with services and incidents.
• Strong focus on customer service/management.
• Experience in monitoring data, reporting & dashboard.

Desirable Skills and Experience

• Ability to understand and facilitate new Martech Stack (Market Technology) Tool adoptions among Pod Teams.
• Digital Marketing / Omnichannel experience in operations with different tools such as Salesforce Marketing Cloud, Adobe Campaign, Adobe Analytics, Adobe Target and/or Tealium.