Quality Control Specialist
About The Position
Jarvis Law Office, P.C. is seeking a detail-driven Quality Control Specialist to ensure all client files, documents, and processes meet high standards. This role involves auditing client matters, documents, and workflows across multiple offices to identify and correct errors, omissions, and process gaps. The specialist will report findings, track trends, and collaborate with leadership to enhance training, improve processes, and build accountability. The position also includes participation in special projects focused on process improvement and reports to the Director of Client Operations. This is a non-attorney role where the specialist flags issues but does not provide legal advice.
Requirements
- High school diploma or equivalent required.
- At least 5 years of customer service experience.
- Strong attention to detail and analytical skills, with the ability to spot errors and inconsistencies in legal documents.
- Experience with case or practice management software (ActionStep a plus) and Microsoft Office.
- Excellent written and verbal communication skills, with the ability to give clear, constructive feedback.
- A professional presence, a positive "can do" attitude, and strong empathy and listening skills.
- Strong organization and the ability to work independently and with team members across multiple offices.
Nice To Haves
- Associate or bachelor's degree, or paralegal certificate, preferred.
- At least 2 years of experience in a quality control or compliance-focused role, preferred.
- Experience in estate planning, elder law, or trust and probate administration is a plus, but not required.
Responsibilities
- Review client files at key stages for completeness, accuracy, and compliance with firm checklists and document standards.
- Audit matter steps and tasks in ActionStep to confirm they are assigned, completed on time, documented, and closed correctly.
- Review documents for required signatures, initials, dates, notarizations, witnesses, and attorney approvals.
- Audit document scanning, naming, saving, and filing practices, as well as confidentiality and information-handling procedures.
- Review client care processes to confirm communications, follow-ups, scheduling, and handoffs are completed and documented.
- Confirm deadlines, statutes of limitations, and filing dates are properly calendared and tracked.
- Route errors and omissions to the responsible Legal Assistant, Paralegal, or attorney for timely correction, and escalate significant concerns.
- Conduct targeted audits, post-implementation audits after process or technology changes, and follow-up audits after corrective action or retraining.
- Maintain quality control logs and trackers, and report quality trends, common errors, and improvement recommendations to firm leadership.
- Help train new team members on firm quality standards, checklists, and file requirements.
- Take part in special projects related to process improvement, document standardization, technology implementation, and compliance.
- Develop, update, and maintain quality control checklists, templates, and standard operating procedures.
- Support cross-departmental initiatives involving legal support, client services, and firm operations.
Benefits
- Major medical coverage
- Dental coverage
- Vision coverage
- 401(k) with employer match
- Competitive paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
