Team Lead, Customer Experience Testing x2 - MultiChoice Group

The MultiChoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security serving a rapidly growing base of 20 million subscribers. Brands within the Group include DSTV, GOTv, SuperSport, M-net, DStv app, Showmax and Europe based content security leader Irdeto.

MultiChoice Group has a successful history of identifying trends early, adapting them for our markets and leveraging them to provide the best experience to customers in Africa. The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce.

By joining our team, you can help in achieving our objectives, namely: Expand Pay TV, grow SVOD subscriber base and advertising sales; focus on investment and technology; maintain a local approach, provide quality service and attract innovative and motivated employees.

Key Performance Objectives

Tasks

User Acceptance Testing

• Co-develop Testing Strategy
• Implement Customer Testing Strategy
• Understand the customer impact and relevance of changes to the business in order to drive testing use cases
• Create Test Cases based on the customer journey
• Identify and execute Customer and User Testing required to support project scope and goals in accordance with the Customer Journey
• Manage workflow of testing requirements
• Assist in the coordination of final business signoff for demand requests
• Report on testing progress as prescribed by the relevant project

Research and Analysis

• Analyse, interpret, and summarize test data and metrics, and communicate the results to Customer Ops management
• Prepare testing estimates for proposed application releases
• Determine activities as well as steps to take, or already taken, to resolve issues and provide recommendations
• Provide input to, or participate in, process improvement
• Recognize problems and respond, systematically gather information, sort through complex issues, seek input from others, identify and report the root cause of issues, make timely decisions, use consensus when possible and communicate decisions to others
• Create reports as needed to support UAT efforts
• Compile training material/documents for Learning & Development and Communications for changes

Behavioural Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking

KEY REQUIREMENTS

• Degree in Business or IT
• ISTQB Certification
• Lean Six Sigma will be an advantage
• A minimum of 3-5 years of experience in Business of which 2 years were in the testing environment
• 2 years in a customer experience role or similar, inclusive of the above
• Computer skills especially MS Office and Business Process Management tools
• Strong analytical skills with a demonstrated ability to analyse business processes and workflows
• Communication (Written and verbal communication)
• Negotiation skills
• Business Acumen
• Customer Centricity
• Outside-in Thinking