Quality Lead, Consumer Support (Media)

TL;DR

Quality Lead, Consumer Support (QA): Ensuring high standards of service quality by analyzing QA results and customer feedback with an accent on closed-loop customer interactions and performance metrics. Focus on conducting quality audits, identifying service trends, and collaborating with leadership to implement corrective actions.

Location: Hybrid: Must be based in or be able to work from the Orlando, FL office (minimum 4 days per week onsite).

Company

hirify.global is a Nasdaq-listed media and entertainment business owning iconic brands such as CNBC, USA Network, and Golf Channel.

What you will do

• Analyze QA results, survey responses, and customer feedback to assess service quality.
• Conduct "close the loop" interactions with customers to resolve issues and gather feedback.
• Perform quality audits and evaluations using Salesforce based on department guidelines.
• Generate weekly and monthly QA metrics and reports for the leadership team.
• Provide backup support for the Quality Trainer and QA specialists.
• Collaborate with cross-functional teams to implement corrective actions based on findings.

Requirements

• Experience in professional writing and speaking for various group sizes.
• Familiarity with QA tools, surveys, and feedback systems.
• Must be willing to work in the Orlando, FL office on a hybrid schedule (4 days/week).
• Willingness to work overtime and weekends, sometimes on short notice.
• Ability to work autonomously as a natural self-starter.

Culture & Benefits

• Comprehensive health insurance and retirement plans.
• Paid time off.
• Commitment to fair and equitable compensation practices.
• Dynamic environment within the media and entertainment industry.