Quality Lead (Consumer Support)

TL;DR

Quality Lead (Consumer Support): Analyzing QA results, customer survey responses, and feedback to ensure service standards with an accent on resolving issues and improving operational quality. Focus on performing quality audits, reporting metrics to leadership, and supporting training initiatives in a hybrid environment.

Location: Must be based in Orlando, FL. This position is hybrid, requiring on-site presence at the Orlando office a minimum of four days per week (Monday–Thursday).

Company

hirify.global is a leading media and entertainment company home to iconic brands across news, sports, and digital platforms.

What you will do

• Analyze QA results, survey responses, and customer feedback to assess product and service quality.
• Conduct close-the-loop interactions with customers to resolve issues and ensure satisfaction.
• Perform quality audits and evaluations based on department guidelines within Salesforce.
• Generate and report weekly and monthly QA metrics to the leadership team.
• Collaborate with cross-functional teams to implement corrective actions and process improvements.
• Provide backup support for training sessions and quality assurance specialists.

Requirements

• Must be willing to work on-site in the Orlando, FL office at least four days per week.
• Willingness to work overtime and weekends as needed.
• Experience in public speaking and writing for groups.
• Familiarity with QA tools, survey systems, and feedback mechanisms.
• Ability to work autonomously as a self-starter.

Nice to have

• Previous experience in training or support capacities.
• Enthusiasm for inter-departmental collaboration.

Culture & Benefits

• Commitment to fair and equitable compensation practices.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunity to work within a dynamic, innovation-driven media environment.