AT&T Decision Logic Quality Assurance Lead, Marketing Retention in El Segundo, California

The AT&T Marketing Retention Team is looking for a dynamic, experienced and analytical candidate to plan, manage, execute and report on the testing of various Retention programs. You will get to develop and execute test plans to meet Retention business objectives, including operational support for the retention offer prioritization and decisioning platform in order to achieve customer retention objectives. You’ll identify process improvements, system enhancements and coordinate with cross functional teams to ensure the best experience for our customers. You will also have the opportunity to partner cross functionally to test offer changes in offer prioritization and presentation and system enhancements to support our retention strategy and for tracking and managing to resolution any production issues relating to the offer decisioning platform. This position may require 10% travel to on-shore Retention oriented call centers.

The successful candidate will:

  • Serve as lead interface for day-to-day testing activities necessary to maintain key business and program goals

  • Write, distribute and execute test cases for stakeholder driven changes to our retention offers and offer prioritization

  • Prioritize, distribute and manage workload of senior testing resources reporting to you

  • Draft and distribute reports on testing team and resource throughput

  • Manage testing of system changes for departmental and company-wide changes (UAT)

  • Document and maintain testing standards for day to day changes

  • Ability to identify process weaknesses and successfully advocate and implement improvements to a dynamic team

  • Use of effective time and project management to consistently meet deadlines and ensure preparedness for project launches

  • Understand and effectively communicate business requirements of projects to Information Technology and be able to assess whether the systems delivery will meet the business requirement and/or the impact to the customer

  • Review company initiatives and understand how they impact customers and work with Customer Care to ensure that Customer Service Representatives are prepared and educated

  • Work closely with all levels of the organization in order to determine process improvements related to our offer prioritization platform and governance process

  • Work collaboratively with all levels of management and provide ongoing status reports to cross functional business partners

  • Consolidate information and present to senior management in a clear and concise manner

This type of background will get our attention:

  • Bachelor’s Degree in Marketing, Business or related field of study

  • 4-7 years relevant project management or testing experience. Highly proficient with reading of XMLs

  • SQL Proficiency is a plus

  • Java experience is a plus

  • Excellent communication skills including an ability to communicate and work effectively with business and technical managers and diverse cross-functional groups

  • Must possess some knowledge of call center systems and technology

  • Familiarity and experience with decision management software preferred. Specifically, Pega Decision Strategy Manager (DSM), and Pega Rules Process Commander (PRPC)

  • Agile methodology preferred

  • Strong problem solving and analytical skills with prior experience in system testing

  • Demonstrated ability to analyze complex issues

  • Proficiency in standard MS Office applications

  • Occasional travel required (up to 10%)AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V