Opportunity This leading media company delivers useful and smart content through a diverse portfolio of broadcast and digital businesses. The online content of its digital footprint brings together business and consumers to help enable the best, most informed decisions. As the company’s footprint increased, so did its need to better manage its quality assurance program in order to maintain the high level of quality its customers had come to expect. The company’s existing quality platform no longer was meeting the needs of quality assurance staff in supporting customer expectations. With the growth of its business, the organization had simply outgrown the system’s capabilities. “In order to improve the customer experience, we had to reevaluate our customer interactions and quality p

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