Quality Lead, Consumer

Company Description

VERSANT (Nasdaq: VSNT) is an industry-changing media and entertainment business and home to trusted brands that shape culture, inform audiences, and build lasting connections. It operates across four core markets: political news and opinion, business news and personal finance, golf, and sports and genre entertainment. These markets are served through a powerful portfolio of iconic and innovative brands, including CNBC, MS NOW, USA Network, Golf Channel, Oxygen, E!,

SYFY, and Versant’s sports division USA Sports, along with complementary digital assets including Fandango, Rotten Tomatoes, Golf Now and Golf Pass.

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 perform quality audits and ongoing evaluations based on departmental QA guidelines.

It plays a critical role in maintaining and improving quality control and customer satisfaction. The Quality Lead will report weekly and monthly metrics to the Leadership team. All new hire training will be held on-site at our Orlando Campus, with additional hybrid 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, gather additional feedback, and ensure satisfaction.
• Provide backup support to the Quality Trainer and assist with training sessions to ensure employees meet quality standards.
• Act as a backup to Quality Assurance specialists, helping evaluate processes, services, and products to maintain high-quality standards.
• Generate reports and insights from QA data to identify trends and improvement areas.
• Collaborate with cross‑functional teams to implement corrective actions based on QA findings.
• Develop and enhance quality control procedures and guidelines.
• Recommend improvements to enhance customer experience and operational efficiency.
• Maintain quality metrics and targets with the team.
• Collaborate with leadership on training and QA tactics.
• Execute evaluations aligned with QA guidelines in Salesforce.
• Document quality assurance activities and create audit reports.
• Report weekly and monthly QA metrics.
• Provide level‑two support in team chat channels.
• Perform other training and quality assurance duties as needed.

• Experience in writing and speaking to any size group.
• Enthusiastic about training and inter‑departmental collaboration.
• Familiarity with QA tools, surveys, and feedback systems.
• Experience in a training or support capacity is a plus.
• Comfortable working autonomously and a self‑starter.

• Willingness to work overtime and on weekends, sometimes with short notice.
• Hybrid:
  The position requires a minimum of four in‑office days per week (Monday‑Thursday).
• Must be willing to work in the Orlando, FL office.

VERSANT Media is committed to equal employment opportunities for 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.