Senior Specialist – Customer Advocacy – Quality Assurance - Remote

Remote 9:00AM-6:00PM PT

Want to be part of an amazing team, hell-bent on crafting a better future within the B2B customer space? We’re always looking for critical thinkers who are curious, data-driven, have a growth mindset, and excel at creating strategic points of view by levering data and learnings.  We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we’re better together.

We’re looking for a Quality Assurance Sr. Specialist to help stand up our global customer advocacy team’s QA to drive impact with one of our leading tech client teams. This world-class, highly visible enterprise team supports several other internal teams including sales, marketing, analyst relations, and events.

Broadly, the Global Customer Advocacy Program team (GCAP) is on a mission to connect a community of customers and industry decision-makers to tackle today’s most common digital transformation challenges. Functionally, a QA Sr. Specialist within GCAP specifically will be responsible for the architecture, development and testing of process and protocol quality standards and documentation across the team’s recruitment and fulfillment efforts (Quality Core Capabilities- QCC). This includes defining quality requirements for new teams/processes, preparing/maintaining vital documentation, monitoring process quality performance to identify opportunities for improvement, reviewing and maintaining quality files, procedures, work instructions, etc.

The ideal candidate is both collaborative and assertive, has strong communication skills, patience, logical thinking, and strong attention to details. This person is a great problem-solving and tactful critic, understanding how to improve the program and identify weak points without demotivating or confusing teammates.  The candidate will partner with stakeholders both internally as well as across multiple agencies.

Would you like to… 

• Work collaboratively with various Program Leaders to enable and support successful delivery of quality work product
• Manage the end-to-end global QA Audit process design for various workstreams in collaboration with the Leadership team
• Draft, edit, revise and update as necessary, all vital documents associated with QCC
• Ensure that processes needed for the QCC are established, implemented and maintained.
• Ensure QCC compliance and calibration processes across team-members performing audits
• Serve as an operational subject matter expert by establishing, demonstrating, and sharing best practices with team
• Identify relevant metrics and reporting requirements to monitor adherence to global process standards and overall delivery performance
• Ensure the promotion of awareness of customer requirements throughout the team.
• Set-up of a corrective-action request system.
• Plan, develop, conduct and coordinate experimental test programs in partnership with other operations leads
• Compile and analyze operational, test, and performance data to establish and/or evaluate performance standards and limits
• Communicate and resolve issues with project team and clients
• Communicate new process outcomes & risks/mitigations effectively
• Apply statistical methodology including capability studies and analysis, statistical process control, design of experiments, and measurement systems analysis, among other techniques and tools.

What you bring: 

• Bachelor’s Degree in engineering or related field, or equivalent combination of education and/or 5+ years B2B work experience.
• 5+ years of Quality Engineering work experience
• Proficiencies with structured methodologies including but limited to Good Engineering Practices, Quality by Design, Design Space, & Process Control Strategies to be employed during industrial process design, validation and control.
• A customer service mindset when working with stakeholders
• Proficiency in Microsoft Outlook, PowerPoint, Excel and Teams
• Experience presenting to internal stakeholders, providing recommendations to improve content, and delivering KPI results
• Respect and adherence to protocols around sensitive and confidential information
• Data-interpretation skills to inform strategy and provide actionable insights
• Interest in technology and B2B buying journey
• Collaborative, generous, proactive, organized, curious, and self-sufficient attitude
• Comfort working remotely and managing a remote team
• Microsoft or previous enterprise experience a plus

Would you like to join a global organization that... 

• Embraces work-life balance – our employees’ well-being remains a top priority for us