Position Title: Quality Assurance Operations Specialist
Location: Glendale, CA, US
Company: YP
Job Summary: The Quality Assurance Operations Specialist will be responsible for all non-display advertising campaigns meeting YP’s specifications and standards for all related ad products used in advertisers campaigns.
Job Details:
- Query contract/CR back to the Operations and/or Support Teams if information supplied by the client is insufficient for fulfillment.
- Create complete and clear notes on routing slips in Salesforce.com. All applicable fields must be completed by the rep in order to ensure that all departments in the workflow have all information necessary for timely and accurate fulfillment.
- Where necessary, provide input to the Operations and/or Support team on system capabilities in regards to creating the most efficient order entry process for complex order/CR.
- Where necessary, provide input to the Support Team and management teams in regards to length of time necessary to complete complex order/CR.
- Create tickets in A-Frontier when necessary.
- Respond to all workflow queries from the Order Entry Team, Validation Team, Ad Production, and Account Management Team within 24 hours.
- Ensure that the rep’s personal queue is consistently reviewed for aging queries and orders/CR.
- Document and communicate site and systems issues to Account Management and any other parties involved in the fulfillment process.
- Understand and enforce business rules, features, and Specs & Standards for YP.COM.
- Renew Date – (renewals) target date to complete order by. Orders must be completed on or before this date to avoid Evergreen.
- Future Cancel Date – Once complete, date is added equal to contract end date from A-Frontier.
- Case Comments - Update once QC process has been completed or update with query notes.
- Forms, Collateral – make sure the correct forms/collateral are provided to Quality Check – IO’s, TL, MLP, Images, Video, Additional documents.
- Workflow Query – creates Workflow queries and close when resolved.
- Fulfillment URL – confirm valid and working.
- A-Frontier quality check:
- New Order - review all tabs using the IO from Salesforce to confirm keyed correctly into A-F and have been released live to YP.com following company Specs & Standards.
- listing information
- products
- geography
- MIP
- recurring charges
- special incentives applied
- Renewals - review tabs affected by what is being changed and confirm CID is renewed not updated.
- Change Requests - confirm changes are complete and update A-F ticket.
- YP.com quality check:
- Insertion Orders – products and attributes are accurate, complete and live on YP.com
Candidate Requirements (external):
- 1-2 years’ experience in an operations or client services environment; 2-3 years preferred.
- Digital Advertising experience preferred but not required.
- Sales Force experience preferred but not required.
- Demonstrate strong analytical, problem solving and organizational skills related to Client contracts.
- Ability to self-motivate, prioritize, multi-task and demonstrate attention to detail.
- Strong work ethic, team player, adaptation to fast-pace environment and works well under pressure.
- BA/BS degree preferred but not required.
