EPG QA Controller at MultiChoice

Purpose of the Position:

• To effectively ensure the on-air accuracy of the EPG and programme metadata across all DStv platforms and products for a world class customer experience

Key Performance Objectives

Tasks

On-Air EPG Accuracy

• Manage EPG data accuracy and quality on Now & Next EPG by:
• Ensuring that EPG programme matches playout
• Ensuring that EPG Parental Guidance rating matches with play-out (on screen bug)
• Ensuring EPG start time corresponds to the play-out start time
• Identify any anomalies relating to EPG metadata and quality
• Manage and resolve Programme data accuracy and quality on DStv Catch Up (Explora and Web) by:
• Ensuring that EPG Parental Guidance rating matches the assert rating
• Identifying anomalies with synopses. E.g. Linear EPG has episode specific, while Catch Up is Generic and episode titles
• Ensuring that titles appear under the correct category/genre
• Manage and resolve EPG data accuracy and quality on Streaming services (DStv Now) by:
• Ensuring that programmes scheduled to be “blocked” on streaming are blocked.
• Ensuring that EPG programme matches the video on screen
• Ensuring that EPG Parental Guidance rating matches with play-out (on screen bug)
• Ensuring EPG start time corresponds to the play-out start time
• Ensure that all On-Air incidents picked up are resolved within MTTR (5 minutes)
• Escalation, reporting and resolution of all anomalies to the correct person

Live Events / Quick Turnarounds

• Perform EPG scheduler duties as stand by for SuperSport channels:
• Liaise with TX Producer about schedule changes
• Communicate over-runs and rain delays to live events
• In the event of a foreseen/uncommunicated overrun, ensure that EPG event doesn’t expire on-air (to ensure no impact on subscribers i.e. recordings)
• Drive active monitoring of Live Off-Air broadcast/events

Multiplatform Monitoring

• Contribute to the 99.997% on-air availability for the Business on linear channels
• Monitor Extended (8-Day) TV Guide on all decoder models and:
• Ensure that TV Guide loads with all 8 days as expected
• All channels have EPG data for all 8 days and no blank days for any channel
• Monitor Extended (14-Day) Web TV Guide on DStv.com:
• Ensure that TV Guide loads with all 14 days as expected
• Ensure that all channels have EPG data for all 14 days and that there’s no blank info any of the days.
• Identify any anomalies relating to the functionality of the service and resolve
• Action or escalate identified metadata issues with the aim to resolve as quick as possible.
• Log and record all identified issues using the QA logging tool
• Confirm that channel launches and termination have been implemented accordingly
• Conduct ad hoc and special monitoring requests

EPG Maintenance & Support

• Manage ongoing EPG maintenance and ad hoc EPG updates on generic/message all channels
• Provide 1st line technical support to the EPG schedulers outside of regular office hours and assist in resolving issues swiftly
• Ensure that all EPGenius feed failures are identified and escalated to the relevant person
• Resolve/ escalate any EPGenius feed failure cause

Reporting, Controls and Processes

• All anomalies encountered are to be recorded, escalated and resolved on the QA logging tool
• Provide daily and shift reports highlighting issues and trends for the day
• Provide ad hoc and special monitoring reports on request
• Ensure that all technical incidents not related to the QA team are escalated to Command Centre
• All interdepartmental Escalations are done to the correct person and timeously
• Provide detailed handovers using the QA logging tool after each shift to the On-Air team
• Ensure compliance and adherence to all departmental SOPs

Innovation / Upskilling

• Provide input to streamline processes and procedures in On Air
• Share innovative ideas with team in the form of a presentation/report

Customer Obsession

• Display Customer centricity in all interactions with stakeholders

Qualifications

• Degree or Diploma in Systems Development or Network Systems.

Experience

• 2 – 3 years’ experience in quality assurance roll or on-air broadcast environments.
• Thorough knowledge of Video Entertainment: Technology, workflows and products.
• Exposure to quality assurance methodologies and practices.
• Above average knowledge of computer programs and systems.

Behavioural Competencies

• Attention to detail.
• Innovative.
• Decision Making.
• Analytical.
• Customer Focused.
• Problem Solving.
• Independence.
• Time management.
• Tenacity.

Technical Competencies

• Knowledge of the EPG styles & standards.
• Proficient in the EPG scheduling processes.
• Above average knowledge of EPGenius and the systems used to broadcast the EPG.
• Report writing and analysis.
• Technical Communication skills.