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NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

SPORTS NEXT

Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.

At Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine (http://www.sportsengine.com/) , the largest youth sports club, league and team management platform; SportsEngine Play (https://sportsengineplay.com/) , the first ever streaming service for youth and amateur sports, GolfNow (http://www.golfnow.com/) , the leading online tee time marketplace and provider of golf course operations technology; and GolfPass (https://www.golfpass.com/)  the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.

FANDANGO

Over the past twenty years, Fandango has built a network of direct-to-consumer digital brands, where 50 million+ fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango (https://www.fandango.com/) , which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes (https://www.rottentomatoes.com/) ; and Fandango at Home (https://www.vudu.com/?from=fnow)  (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows.

Come join us as we work together as one team to innovate and deliver what’s Next.

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. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews 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 be responsible for reporting weekly and monthly metrics out to the Leadership team.  All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions.

Job Duties

+ 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.

Basic Requirements

+ 1+ years experience in a training, quality assurance or quality control role, ideally in customer service or operations.

+ Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

+ Excellent interpersonal and communication skills

+ Excellent organizational skills.

+ Ability to work on-site is required.

Desired Qualifications

+ Experience in both writing and speaking in any size groups

+ Enthusiastic about training and inter-departmental collaboration

+ Familiarity with QA tools, surveys, and feedback systems.

+ Experience in training or providing support in a training capacity is a plus.

+ Comfortable in working autonomously and a natural self-starter

Additional Job Requirements

+ Must be willing to work in Orlando, FL

+ Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

+ Willingness to work overtime and on weekends with short notice

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal'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 [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.