Quality Assurance Analyst

The role

The Quality Assurance Analyst develops and oversees a Quality Assurance program to safeguard service quality. This person evaluates client interactions and case management activities to identify performance gaps and provide feedback.

What you will do

• Develop and participate in the design of call monitoring procedures and quality standards.
• Monitor inbound and outbound calls, emails, and text messages.
• Utilize data management system to compile and track performance.
• Identify training needs and ensure company-wide compliance.
• Prepare and analyze quality reports with actionable data.
• Conduct quality evaluations of recorded calls, emails, SMS messages, and case notes.
• Verify employees provide accurate information and follow workflows.
• Assess communication, empathy, professionalism, resolution, and explanations.
• Complete a minimum of 50 scorecards per full workweek.
• Participate in calibration with QA colleagues and operational leaders.

Required qualifications

• Education equivalent to high school diploma or GED.
• Experience in quality assurance, client services, or a contact center environment.
• Strong attention to detail and ability to evaluate work objectively.
• Clear written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to recognize trends, investigate discrepancies, and explain findings.
• Proficiency with Microsoft Office, including Excel, Word, Outlook, and Teams.
• Ability to handle sensitive client and Firm information with discretion.
• Must be able to read, write, and speak fluent English.

Nice to have

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

Benefits

• benefits

About the company

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters. The firm pursues excellence in high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases.