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Versant Media · 1 day ago

Quality Lead, Consumer Support

Orlando, FL

Full-time

Hybrid

Mid Level

VERSANT is a leading force in news, sports and entertainment, and they are seeking a Quality Lead for their Consumer Support team. This role is responsible for analyzing quality assurance results and customer feedback to ensure high standards of quality, conducting customer interactions to resolve issues, and performing quality audits to maintain customer satisfaction.

BroadcastingInformation TechnologyMedia and Entertainment

Responsibilities

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

Qualification

Quality Assurance toolsCustomer feedback analysisTraining experienceReport generationCross-functional collaborationPublic speakingInter-departmental collaborationSelf-starter