Contact Center Quality Assurance Specialist

Berry Law Firm

1d•Remote

About The Position

We are seeking an experienced Contact Center Quality Assurance Specialist to join our Customer Experience team. Our firm supports clients involved in VA legal matters, and we are committed to delivering accurate, compassionate, and professional service at every stage of the client’s journey. In this role, you will listen to recorded inbound and outbound calls, review client emails, score agent performance, ensure compliance with SOPs, and provide coaching to help agents continuously improve. You will conduct regular QA meetings, perform side-by-side coaching, identify trends in service gaps, and partner with leadership to develop solutions that improve client experience. The ideal candidate has strong contact center QA experience, excellent communication skills, a passion for coaching, and the ability to turn quality insights into practical improvements.

Requirements

Excellent Communication: Exceptional verbal and written communication skills, with the ability to review and correct grammar, tone, and accuracy in client emails.
Coaching & Mentoring: Proven ability to provide constructive, professional, and motivating feedback; skilled in mentoring agents to improve soft skills like empathy, active listening, and de-escalation.
Analytical Thinking: Strong ability to identify trends in performance, service gaps, and process inaccuracies to recommend practical solutions.
Attention to Detail: Meticulous approach to scoring calls and reviewing documentation against Standard Operating Procedures (SOPs).
Organizational & Time Management: Ability to manage a high volume of evaluations, meetings, and reporting deadlines effectively.
Technical Proficiency: Skilled in using call recording systems, CRM platforms, Microsoft Office, and Google Workspace.
Discretion & Professionalism: Ability to handle sensitive and confidential client information with the highest level of integrity.
3+ years of dedicated contact center quality assurance experience.
Demonstrated experience in monitoring and scoring both inbound/outbound calls and written client communications.
Deep understanding of contact center operations, including QA scorecards, coaching methodologies, and performance metrics.
Experience ensuring adherence to internal SOPs, firm policies, and legal or service standards.

Nice To Haves

Experience working in a law firm, legal services, healthcare, insurance, or other highly regulated environments.
Familiarity with VA disability claims, Veterans' benefits, or specialized client intake processes.
Experience developing QA scorecards, coaching plans, training materials, or performance dashboards.
Experience working with or supporting remote/hybrid contact center teams.
Knowledge of client experience best practices and service recovery models.

Responsibilities

Listen to and score recorded inbound and outbound calls using established QA scorecards.
Review sent client emails for accuracy, professionalism, tone, grammar, completeness, and compliance with SOPs.
Ensure agents are following proper verification, documentation, escalation, and case-handling procedures.
Identify trends in call quality, email quality, documentation accuracy, and client experience.
Evaluate agent performance against firm standards, call handling expectations, client communication guidelines, and compliance requirements.
Ensure client communications comply with internal SOPs, firm policies, confidentiality expectations, and legal service standards.
Confirm agents are using approved language, accurate case information, and appropriate escalation paths.
Partner with leadership to update QA criteria when SOPs, client workflows, or business needs change.
Monitor for proper handling of sensitive client information.
Conduct regular QA meetings with agents to review call and email performance.
Develop coaching plans for agents who need additional support.
Conduct side-by-side (remote) coaching sessions to support ongoing agent development.
Help agents improve soft skills including empathy, active listening, call control, professionalism, and de-escalation.
Recognize strong performance and reinforce best practices.
Provide clear, constructive, and specific feedback to help agents improve.
Partner with Client Experience leadership to identify training needs based on QA trends.
Assist in developing training materials, call examples, email examples, and best-practice guides.
Support onboarding and continuing education for new and existing agents.
Provide real-world examples from calls and emails to improve training effectiveness.
Recommend refresher training when recurring performance gaps are identified.
Identify areas where the client experience is lacking and recommend practical solutions.
Track QA results and provide regular reporting to CX leadership.
Analyze trends in agent performance, client complaints, call flow issues, and communication breakdowns.
Devise and support action plans to improve service quality, efficiency, accuracy, and client satisfaction.
Collaborate with team leads and managers to implement process improvements.
Monitor the effectiveness of corrective action plans and training initiatives.