Specialist, Global Outbound QA

2 months ago

Sydney, Australia Amazon Full time

DESCRIPTION

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
The Audible Marketing Operations team (MOPS) is a centralized global team responsible for creating and delivering critical customer communications. This function ensures messages reach customers effectively and supports various internal marketing teams throughout the entire member lifecycle.

As a Specialist, Global Outbound QA on a 12 month contract, you will play a crucial role in ensuring the highest quality of our outbound (email and push) communications. You will contribute to the QA process for campaign creation, segmentation, and monitoring to ensure consistent, personalized, and error-free customer experiences. Working closely with cross-functional teams, you will uphold standards and best practices, identifying and resolving issues before they impact the customer. This role is based in Sydney, Australia.

As a Specialist, Global Outbound QA, you will...
- Conduct thorough QA of email and push notification campaigns, including testing segmentation, personalization, copy, links, and rendering across various devices and platforms for different customer types and preferences, ensuring all communications meet standards and requirements before deployment
- Maintain and follow QA checklists, test accounts, and processes to ensure compliance with campaign specifications
- Test and troubleshoot email templates to ensure proper rendering of static and dynamic content
- Review journey automation and customer lifecycle campaigns to validate that the correct customers receive the correct message at the correct time
- Partner with the global segmentation team and production leads to identify underperforming campaigns and journeys according to established channel benchmarks, and propose actionable strategies for improvement or deactivation
- Provide detailed reports on QA findings, including root causes of failures, trends, and improvement recommendations to campaign production teams
- Check recently deployed campaigns to ensure they are sending as expected, and provide initial performance metrics
- Collaborate with marketers and operations teams to optimize processes and ensure efficient workflows
- Contribute to documentation efforts to streamline QA processes and improve efficiency for onshore and offshore teams
- Ensure customer list criteria are correct and follow segmentation best practices
- Identify, document, and track defects and issues, working with relevant teams to resolve them promptly
- Provide timely Tier 1 support for issues opened to the Marketing Operations team, performing basic fact-finding and troubleshooting to determine if a quick resolution is possible or if the issue needs to be escalated
- Track and report bugs to dependency teams for resolution, keeping global MOPS teams informed of updates
- When possible, become an Amazon Outbound Bar Raiser to review and approve outbound communications for Audible and other Amazon businesses

ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

BASIC QUALIFICATIONS

- 1+ years of experience in quality assurance, specifically for email campaigns with Salesforce/ExactTarget or similar email service providers
- Experience managing multiple projects with great attention to detail
- Experience with email marketing systems and QA methodologies
- Basic knowledge of HTML and ability to troubleshoot HTML-related issues

PREFERRED QUALIFICATIONS

- Proficient organisational skills to efficiently deliver tasks within specified timelines
- Strong interest in online marketing and customer relationship management
- Passion for books, audiobooks, and media in general
- Hands-on experience with Movable Ink and other personalization tools
- Intermediate to advanced HTML skills
- Experience with project management tools such as Jira
- Basic SQL experience and familiarity with queries

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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