Quality Specialist

LegalZoom-posted about 1 month ago

$54,000 - $86,400/Yr

Full-time • Mid Level

Onsite • Frisco, TX

501-1,000 employees

Administrative and Support Services

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LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you're ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can't wait to meet you. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. This position will be onsite at our Frisco office. Overview The Quality Specialist is a critical role that supports our commitment to providing exceptional service and operational excellence. By focusing on our Customer-First Philosophy and a Quality by Design ethos, you will directly contribute to our mission of driving excellence and accountability. This role is a key part of our strategy to proactively integrate quality and implement data-driven improvements to ensure we get it right the first time. This role is crucial for ensuring the accuracy and integrity of our Registered Agent (RA) or Virtual Mail (VM) document intake and processing process from ingestion to customer delivery. The Quality Specialist will possess a strong understanding of quality assurance principles and be dedicated to identifying and preventing defects before they reach the customer.

Proactive Quality Assurance & Defect Prevention: You will be responsible for implementing proactive quality checks and acting as the final point of quality control to prevent defects from reaching the customer. This includes meticulously reviewing processed documents and digital uploads for 100% accuracy before the information is made available to the customer. You will identify any errors, omissions, or discrepancies. Your proactive approach extends across all stages of the document processing workflow.
Data-Driven Analysis & Process Improvement: You will rely on data and rigorous analysis to prevent future defects and drive continuous improvement.
Root Cause Analysis (RCA) & Corrective Actions: You will lead formal RCA investigations for quality defects using Lean Six Sigma best practices, such as Poka-Yoke, to move beyond symptoms and implement long-term process improvements.
KPI Management & Reporting: You are responsible for maintaining a comprehensive, real-time dashboard to track key performance indicators (KPIs), providing visibility into operational health. You will track these key quality metrics, including defect rates, processing times, and a breakdown of common errors.
Weekly Audits & Oversight: By the end of each week, you must complete process audits to ensure efficient queue management and adherence to standardized procedures. You will also establish a formal process for monitoring "failed" queues to prevent lost documents. You will use your analysis to provide constructive feedback to the operational team and inform management decisions.
Process Standardization & Documentation: You will help to develop and refine quality control checklists, standard operating procedures (SOPs), and training materials related to quality. You will also maintain accurate and detailed records of all quality checks, findings, and corrective actions taken. All activities must be performed in strict accordance with company SOPs, service level agreements (SLAs), and regulatory requirements.
Training & Mentorship: You will assist in training new and existing team members on quality standards and best practices. You will also serve as a subject matter expert on all quality protocols related to the mail processing workflow. You will be involved in feedback loops with engineering and other teams to advocate for necessary system improvements based on quality defects.
Supplier & Vendor Quality: You will extend the quality framework to our network partners by implementing a formal process with regular audits and clear metrics to ensure adherence to mail handling and quality standards.
Foundational Expectations
On-Site Presence: You are expected to be on-site 5 days a week.
Quality at the Source: Collaborate with the document intake and processing teams to implement quality checks at each stage of the workflow, identifying potential failure points and implementing process changes to prevent errors before they occur.
Closed Loop Quality Improvement: You will document any errors found rigorously to identify patterns, and use this data to inform root cause analysis and implement systemic improvements.
Proactive Ownership & Communication: Your role requires a proactive mindset and a commitment to transparency.
Timeliness & Urgency
Occasional travel may be required as needed

Minimum of 2-4 years of experience in a quality assurance or quality control role, preferably within a high-volume, deadline-driven environment.
Demonstrated experience with proactive quality assurance methodologies is a must; this role is not solely reactive.
Exceptional attention to detail and a methodical approach to problem-solving.
Strong verbal and written communication skills, with the ability to provide clear and constructive feedback.
Proficiency with document management systems, scanning software, and database applications.
Ability to work independently and as part of a team in a fast-paced environment.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
High school diploma or equivalent required; an associate's or bachelor's degree is a plus.
Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes.

Experience in the legal, financial, virtual mail or registered agent service industries is a plus.
High school diploma or equivalent required; an associate's or bachelor's degree is a plus.

Medical, Dental, Vision Insurance
401k, With Matching Contributions
Paid Time Off
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Short-Term/Long-Term Disability Insurance
Plus other wellness benefits to include:
Fertility
Mental Health
One Medical
Fringe lifestyle benefits up to $250

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