What are the responsibilities and job description for the Quality Lead, Consumer Support position at Versant Media?
Company Description
VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most.
As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW (formerly MSNBC), Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service.
VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world.
Job Description
The Quality Lead, Consumer Support is responsible for analyzing Quality Assurance (QA) results, customer survey responses, and customer feedback to ensure that products and services meet the highest standards of quality. The role involves conducting "close the loop" interactions with customers to resolve issues and improve service quality. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews based on set department QA guidelines. This position plays a critical role in maintaining and improving quality control and customer satisfaction. The Quality Lead will be responsible for reporting weekly and monthly metrics out to the Leadership team. All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions.
Job Duties
Desired Qualifications
As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com.
VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.
VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.
VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most.
As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW (formerly MSNBC), Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service.
VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world.
Job Description
The Quality Lead, Consumer Support is responsible for analyzing Quality Assurance (QA) results, customer survey responses, and customer feedback to ensure that products and services meet the highest standards of quality. The role involves conducting "close the loop" interactions with customers to resolve issues and improve service quality. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews based on set department QA guidelines. This position plays a critical role in maintaining and improving quality control and customer satisfaction. The Quality Lead will be responsible for reporting weekly and monthly metrics out to the Leadership team. All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions.
Job Duties
- Analyze QA results, survey responses, and customer feedback to assess the quality of products and services.
- Perform "close the loop" interactions with customers to resolve any issues, gather additional feedback, and ensure customer satisfaction.
- Provide backup support to the Quality Trainer by assisting with training sessions and ensuring that employees meet quality standards.
- Act as a backup to Quality Assurance specialists, assisting with the evaluation of processes, services, and products to maintain high-quality standards.
- Generate reports and insights from QA data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to implement corrective actions based on QA findings.
- Assist in the development and enhancement of quality control procedures and guidelines.
- Provide recommendations for improvements to enhance customer experience and operational efficiency.
- Support the team in maintaining quality metrics and targets.
- Collaborate with the leadership team on opportunities and suitable training and QA tactics.
- Evaluate and execute evaluations that align with QA Guidelines into Salesforce.
- Documenting quality assurance activities and creating audit reports.
- Report out weekly, and monthly QA metrics.
- Support the operation by providing level two support in team chat channels.
- Other training and quality assurance related duties as needed.
Desired Qualifications
- Experience in both writing and speaking in any size groups
- Enthusiastic about training and inter-departmental collaboration
- Familiarity with QA tools, surveys, and feedback systems.
- Experience in training or providing support in a training capacity is a plus.
- Comfortable in working autonomously and a natural self-starter
- Must be willing to work in Orlando, FL
- Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
- Willingness to work overtime and on weekends with short notice
As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com.
VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc.
VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.