Quality Lead, Consumer

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, Oxygen, E!, SYFY, and Golf Channel, with dynamic digital and direct‑to‑consumer brands such as Fandango, Rotten Tomatoes, Golf Now, and Golf Pass. Our 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, empowering creativity, embracing change, and driving connection in an ever‑evolving world.

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. It also includes performing quality audits and ongoing evaluations based on department QA guidelines, reporting weekly and monthly metrics to the Leadership team, and providing backup support to training and QA teams.

New hire training is conducted on‑site at the Orlando Campus, with additional hybrid training sessions.

• Analyze QA results, survey responses, and customer feedback to assess product and service quality.
• Perform "close the loop" interactions with customers to resolve issues and gather additional feedback.
• Provide backup support to the Quality Trainer and training sessions, ensuring employees meet quality standards.
• Assist Quality Assurance specialists in evaluating 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 developing and enhancing quality control procedures and guidelines.
• Provide recommendations to improve 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.
• Enter QA evaluations and reports in Salesforce following guidelines.
• Document quality assurance activities and create audit reports.
• Report QA metrics weekly and monthly.
• Provide level‑two support in team chat channels.
• Perform other training and QA duties as needed.

• Experience writing and speaking in groups of any size.
• 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.
• Comfortable working autonomously and a natural self‑starter.

• Willingness to work overtime and on weekends, sometimes on short notice.
• Hybrid role, generally contributing from the office at least four days per week (Monday–Thursday).
• Willingness to work in the Orlando, FL office.

All external candidates may be required to attend an in‑person interview at one of our locations prior to a hiring decision. VERSANT Media provides 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 or recruitment process, you may request a reasonable accommodation by emailing candida tea VERSANT Media is committed to fair and equitable compensation practices and includes a pay range for each position. Actual compensation will be based on factors such as 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 does not accept unsolicited assistance from search firms; all resumes submitted by search firms without a valid written Statement of Work in place will be deemed the sole property of VERSANT.