Quality Lead, Customer Experience & Support (Hybrid)

Versant Media; Orlando (FL); Hybrid; USD 60,000 - 85,000; Full time

Job summary

A leading media company located in Orlando, FL, is seeking a Quality Lead for Consumer Support. This role will focus on analyzing QA results and customer feedback to enhance service quality. Responsibilities include conducting quality audits, generating insights from data, and collaborating with cross-functional teams to implement improvements. The position is hybrid, requiring in-office work at least three days a week. The ideal candidate will have experience in training and a strong understanding of quality assurance processes.

Qualifications

• Experience in both writing and speaking in various group sizes.
• Comfortable working autonomously with a self-starter attitude.
• Enthusiastic about training and collaboration between departments.

Responsibilities

• Analyze QA results, survey responses, and customer feedback.
• Conduct resolution interactions with customers to improve service quality.
• Generate reports to identify trends from QA data.

Skills

Training experience

Inter-departmental collaboration

Familiarity with QA tools

Detail-oriented

Job description

A leading media company located in Orlando, FL, is seeking a Quality Lead for Consumer Support. This role will focus on analyzing QA results and customer feedback to enhance service quality. Responsibilities include conducting quality audits, generating insights from data, and collaborating with cross-functional teams to implement improvements. The position is hybrid, requiring in-office work at least three days a week. The ideal candidate will have experience in training and a strong understanding of quality assurance processes.