Quality Assurance Analyst

Keller Postman•Lake Mary, FL

3d•Onsite

About The Position

The Quality Assurance Analyst develops, implements, and oversees a quality assurance program to safeguard service quality and encourage employees to deliver exceptional client service. The role evaluates client interactions and case management activities to support accurate, consistent, and professional service. It identifies performance gaps, provides actionable feedback, and helps ensure employees follow Firm procedures, protect client information, and communicate effectively. The analyst works with QA leadership, Team Leads, and Training to strengthen employee performance and improve the client experience. The analyst participates in formulating organizational policies and operating procedures for Case Management teams. Success in the role includes meeting audit volume expectations, maintaining scoring accuracy and calibration alignment, delivering timely and actionable feedback, and identifying opportunities to improve service quality and process consistency. This is an in-person, full-time, hourly position. Compensation is $25.00 to $27.00 per hour, depending on experience, plus a year-end discretionary bonus and benefits.

Requirements

Education equivalent to a high school diploma or GED.
Experience in quality assurance, client services, or a contact center environment.
Fluent English reading, writing, and speaking ability.
Strong attention to detail and ability to evaluate work objectively against established standards.
Clear written and verbal communication skills, including the ability to deliver constructive feedback.
Strong organizational and time management skills.
Ability to recognize trends, investigate discrepancies, and explain findings clearly.
Proficiency with Microsoft Office, including Excel, Word, Outlook, and Teams.
Ability to handle sensitive client and Firm information with discretion.

Nice To Haves

Experience in a legal services environment or with case management systems.
Bilingual ability.

Responsibilities

Develop and participate in designing call-monitoring procedures and quality standards.
Monitor inbound and outbound calls, emails, and text messages to assess demeanor, technical accuracy, and customer service skills across multiple teams.
Use the data management system to compile and track performance at team and individual levels.
Identify training needs and take action to support company-wide compliance.
Prepare and analyze quality reports with actionable data for management review.
Review recorded calls, emails, SMS messages, case notes, and related activities using the Firm’s Case Management Quality Scorecard and established evaluation guidelines.
Verify employees provide accurate information, follow applicable workflows, complete required actions, and clearly document interactions.
Evaluate communication, empathy, professionalism, resolution, and explanations of next steps.
Complete a minimum of 50 scorecards per full workweek, generally 10 per day, while maintaining accurate and thorough evaluations.
Document findings with clear, objective feedback supported by specific examples and applicable procedures.
Participate in calibration with QA colleagues and operational leaders to promote consistent scoring and interpretation of evaluation standards.
Track recurring errors, process gaps, and opportunities for additional training or coaching.
Explain evaluation findings and recommend practical actions employees can take to improve.
Promptly report critical errors, potential privacy issues, inappropriate conduct, or other findings requiring leadership review.
Apply updates to Firm policies, project requirements, systems, and QA guidelines.
Pursue continuing education on new solutions, technology, and skills.
Perform other duties that may be assigned to meet business needs.