Position Title: Content Quality Assurance & Auditor
Office Location: 81 Bay Street - Hybrid – in office every Thursday and every fourth Friday of the month.
Line of Business: Marketing
What does the LOB do?: Responsible for all client-facing communications, including promotional campaigns, service messages, and updates related to banking services. This includes email/SMS communications about offers, changes impacting clients (e.g., postal strikes), and digital banking initiatives. The Digital & Direct Executions team leverages customer data and insights to deliver meaningful communications through Marketing Automation.
Reason the role is open?: Expanding the team to support a growing portfolio. Expansion of CIBC Way
What project will this contractor be working on? : Business-as-Usual (BAU) activities – building and deploying client-facing email campaigns in SFMC, optimizing existing templates, and supporting marketing automation journeys.
Potential for this contract to be extended or converted to FTE?
Extension: Yes
Conversion: Yes
Work Schedule (hours per week, start time): 37.5 Hours/week, 9-5 Monday to Friday
Potential for OT? No
Interview Process: Panel interview (First round: Hiring Manager, 2nd round 2 developers/QA),
3rd round Private Wealth / Sr. Director)
Team Size? 6+ team members
Selling points of the positions:
- Hybrid role between two teams. QA and Content Devs - will see end to end process and will get exposure to the bank.
- Who Will the Candidate Be Working with on a Daily Basis? Content Developers, Campaigns Developers, and Audit team
Job Description:
Position Overview
- The Content Quality Assurance & Auditor will be responsible for the primary validation, Quality Assurance (QA), and Quality Control (QC) of email, SMS, web campaigns, and automated customer journeys developed in Salesforce Marketing Cloud and Data Cloud.
- As part of the Digital & Direct Executions team within the broader Marketing organization, this role is crucial in leveraging customer data and insights to deliver meaningful communications to CIBC’s customers.
- The Content Quality Assurance & Auditor will execute QA/QC across multiple campaigns concurrently, providing necessary guidance to developers and project managers, and ensuring all digital assets meet quality standards and compliance requirements.
- Candidate will focus on eMail but also needs to help to make sure that audience is built correctly, journey is correct. eMails, segmentation, journeys, automations etc.
What You will Be Doing
- As the Content Quality Assurance & Auditor, you will be deeply involved in the end-to- end development and audit process for email, SMS, web pages, and automated customer journeys.
- You will lead QA/QC efforts across various campaigns, working closely with cross-functional teams, including Project Managers, Developers, and
- Campaign stakeholders, to validate campaign artifacts (Journeys, Automations, Segments, Data Extensions, Calculated Insights, Emails, Web Pages, etc.).
Your responsibilities include:
Validation & Testing:
- Evaluate emails, SMS, web pages, and campaign journeys against quality standards.
- Estimate, prioritize, plan, and execute testing activities
- Execute sign-off of developed digital assets.
- Ensure completeness and quality of digital marketing campaigns using Salesforce Marketing Cloud
Compliance & Documentation:
- Ensure adherence to company policies, procedures, and maintain compliance with laws, regulations, and guidelines.
- Document checklists, standards, and reference documents. Stakeholder Engagement & Collaboration:
- Collaborate with Project Management and Development staff through all stages of the projectlifecycle
Defect Analysis & Issue Resolution:
- Identify, analyze, and document defects, questionable functions, errors, and inconsistencies.
- Recommend and facilitate solutions to recurring issues, bugs, and defects.
- Process Implementation & Audit Execution:
- Monitor and track process issues, making recommendations to streamline and improve overall processes.
Continuous Improvement:
- Review client, customer, and user feedback to enhance checks, reduce errors, and improve overall development quality.
- Troubleshoot issues to ensure the development cycle remains on track and provide support for immediate resolution.
How You will Succeed
- Execute Tests Against Standards: Evaluate and validate campaigns and content, raising issues and supporting with issue resolution.
- Campaign Audit Execution: Plan and coordinate audit activities, checklist completion and recordkeeping.
- Communicate Standards & Documentation: Communicate quality standards and parameters to team members; maintain documentation.
- Compliance: Ensure all work adheres to company policies, procedures, and regulatory guidelines.
- Collaboration: Work closely with cross-functional teams throughout the project lifecycle.
- Issue Resolution: Recommend and facilitate solutions to campaign and content issues.
- Defect Analysis: Identify and document defects and inconsistencies; analyze recurring issues.
- Feedback Review: Review and act on feedback from clients, customers, and users.
Must Have Requirement:
- 2+ years’ experience in email/web development testing, campaign execution, or quality assurance.
- 2+ years of proven experience in functionally testing emails, websites, mobile applications, and campaign automations using a variety of tools, emulators, browsers, and devices
- Hands-on experience with defect tracking systems, workflow management (e.g., JIRA, Bugzilla, Workfront), automated email testing tools (e.g., Litmus, Email on Acid, DiffChecker), and web page testing (e.g., SauceLabs, BrowserStack).
- Experience with accessibility testing to ensure conformance to WCAG 2.0, AODA, and web accessibility best practices.
- Workfront experience or equivalent (Jira)
Nice to Have:
- Experience with Salesforce Marketing Cloud (Journey Builder, Email Studio, Automation Studio, SQL) and knowledge of Salesforce Data Cloud
- Experience as a campaign developer and/or QA Analyst
- Bilingual (English and French)
Soft Skills:
o Quality Focus:
- Quality-focused, ensuring every piece of work is delivered defect-free and at the highest standards.
o Time Management:
- Excellent time management skills with a proven ability to meet deadlines.
Analytical Communicator:
- Comfortable investigating complex problems and communicating detailed information effectively, with the ability to tailor explanations to the appropriate level of technical detail for different audiences within the organization.
Self-Starter & People-Oriented:
- Ability to take initiative, navigate ambiguity, and build relationships through respect and authenticity.
Pay: $50.00-$52.50 per hour
Experience:
- functionally testing emails, websites, mobile applications: 2 years (required)
Work Location: Hybrid remote in Toronto, ON
