Training & QA Manager

Keller Postman•Chicago, IL

6d•$100,000 - $120,000•Hybrid

About The Position

Keller Postman seeks a Training & Quality Assurance Manager to lead the design, delivery, and oversight of training programs and quality assurance processes across Mass Claims (Mass Torts and Mass Arbitrations). This role is pivotal to ensuring that all teams provide consistent, accurate, and client-centered service while adhering to firm standards and legal requirements. The Manager will drive training strategy, establish and monitor quality metrics, manage a team of trainers and QA analysts, and collaborate closely with attorneys and operational leadership. This role also plays a critical part in Keller Postman’s operations, ensuring that all employees across a remote workforce and offshore contractors are trained to the same high standards and that quality assurance programs remain consistent across the organization. This is a hybrid position based in our Chicago office with three days per week in the office and two days remote. The compensation range for this position, depending on experience, is an annual base salary of $100,000 to $120,000 per year, plus a discretionary bonus and benefits.

Requirements

Excellent verbal, written, and interpersonal communication skills.
Strong presentation and facilitation skills; ability to engage diverse learning styles.
Demonstrated experience leading teams and managing direct reports.
Strong analytical skills, with the ability to translate QA data into actionable insights.
Proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel) and knowledge-sharing tools (e.g., SharePoint, Dropbox).
Adept with a variety of training and QA platforms, including LMS and call monitoring systems.
5+ years of related training and/or QA experience in a professional services or legal environment required.
Bachelor’s degree preferred; associate degree required.

Nice To Haves

Preferred experience working with offshore teams.

Responsibilities

Design and implement training programs for Mass Claims case managers, and litigation support staff, ensuring consistent application across all offices and affiliates.
Develop and maintain training content, playbooks, and job aids tailored to Mass Claims specific workflows and client communications.
Deliver onboarding for new hires and continuing education for tenured employees, adapting materials to reflect evolving business practices.
Conduct learning needs assessments to identify performance gaps and implement targeted training solutions.
Develop and administer knowledge assessments to ensure trainees are fully prepared to transition into production roles.
Leverage learning management systems and knowledge-sharing platforms to track progress and maintain training libraries.
Oversee QA programs across Mass Claims case management, mailroom, and legal support teams, including monitoring client calls, case file accuracy, and workflow compliance.
Develop QA scorecards, reporting mechanisms, and KPIs to measure performance against firm standards and client service expectations.
Conduct regular audits and provide structured feedback and coaching to employees, team leaders, and BPO (Business Process Outsourcing) partners.
Partner with leadership to implement process improvements that enhance efficiency, accuracy, and client satisfaction.
Ensure QA processes remain aligned across all Mass Claims teams, fostering consistency across a remote workforce and offshore contractors.
Lead a team of trainers, QA analysts, and specialists, providing guidance, coaching, and professional development.
Build and maintain effective communications (e.g., intranet updates, protocols, knowledge base entries) to ensure employee awareness of training and quality resources.
Serve as a key partner to attorneys, case managers, and leadership in establishing consistent standards and practices across all Mass Claims operations.
Provide leadership with insights and recommendations based on QA findings and training outcomes, directly influencing operational strategy and firm-wide improvements.