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 (formerly MSNBC), Oxygen, E!,

SYFY, and Golf Channel – with dynamic digital and direct‑to‑consumer brands such as Fandango, Rotten Tomatoes, Golf Now, Golf Pass, and Sports Engine. 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.

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, performing quality audits, and conducting ongoing evaluations 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 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 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 ensure satisfaction.
• Provide backup support to the Quality Trainer during sessions, ensuring employees meet quality standards.
• Assist Quality Assurance specialists in evaluating processes, services, and products to maintain high 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.
• Assist in developing and enhancing quality control procedures and guidelines.
• Recommend improvements to enhance customer experience and operational efficiency.
• Support quality metrics and targets maintenance.
• Collaborate with leadership on training and QA tactics opportunities.
• Execute evaluations aligned with QA Guidelines into Salesforce.
• Document QA activities and create audit reports.
• Report QA metrics weekly and monthly.
• Provide level two support in team chat channels.
• Other training and QA related duties as needed.

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

• Must be willing to work in Orlando, FL.
• Hybrid: minimum three days per week from the office.
• Willingness to work overtime and weekends with short notice.

As part of our selection process, external candidates may be required to attend an in‑person interview with a VERSANT employee at one of our locations prior to a hiring decision. VERSANT'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 candida tea VERSANT 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.