Content Delivery - QA, Manager

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for working alongside developers and designers to deliver a best in class support experience for our customers. Review and oversee the execution of all stakeholder requests while adhering to guidelines and best practices throughout a given project. May manage a team including exempt and non-exempt employees. Develop processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

This is an office based role with four days in the office and one day working virtual. We can consider candidates who are located in areas not listed in the posting, as long as there is the ability to work in a Comcast office.

Job Description

Core Responsibilities

• This is an office based role with four days in the office and one day working virtual. We can consider candidates who are located in areas not listed in the posting, as long as there is the ability to work in a Comcast office.
• Work directly with various stakeholders—design, development, product, and technology teams, among others—to ensure delivery of highly functional IVR and digital assistant experiences. 
• Contribute to the team’s overall understanding of product and project relevance. 
• Maintain accurate reports on the team’s overall scope of work. 
• Provide clear and constructive feedback to both team members and stakeholders. 
• Optimize both tools and processes. 
• Hire and onboard new team resources. 
• Present update to leadership on roadmap execution. 
• Work cross-functionally with design, development and business partners. Demonstrate agility and flexibility to adapt to changing requests in a fast-paced environment. 
• Work with both development and business partners. 
• Collaborate with diverse partners to ensure the content will provide a consistent experience across our products. 
• Consistent exercise of independent judgment and discretion in matters of significance. 
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. 
• Other duties and responsibilities as assigned. 

Minimum Requirements

• Experience with entire QA testing development lifecycle
• Writing use cases and having expertise in technical writing to be able to translate between the voice of the customer and technical teams
• IVR and XA experience is a plus
• Impeccable attention to detail

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
• The primary work location of Philadelphia exists to create collaborative environments as the team expands.  Work location is not defined based on commute, but rather with existing and/or future collaboration in mind, .i.e. opportunity to sit in another Comcast office.

Skills

Content Management Syst