Quality Assurance (QA) Analyst
Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.
Purpose: The Quality Assurance (QA) Analyst is responsible for developing, implementing, and overseeing a complete Quality Assurance program that safeguards the quality of our services. The QA Analyst should foster a culture in which all employees become actively engaged in delivering exceptional service to our clients. The QA Analyst will participate in formulating and establishing organizational policies and operating procedures for Case Management teams.
The Quality Assurance Analyst evaluates client interactions and case management activities to support accurate, consistent, and professional service at Keller Postman. This role 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.
This is a In-Person, full-time position paid hourly with hourly compensation, depending on experience, between $25.00/hour to $27.00/hour, plus a year-end discretionary bonus and benefits.
Essential Functions:
- Develop and participate in the design of call monitoring procedures and quality standards.
- Consistently monitor inbound and outbound calls, emails, and text messages to assess the demeanor, technical accuracy, and overall customer service skills of multiple teams.
- Utilize data management system to compile and track performance at team and individual levels.
- Identify training needs and take action to ensure company-wide compliance.
- Prepare and analyze quality reports with actionable data for management review.
- Pursue continuing education on new solutions, technology, and skills.
- Other duties that may be assigned to meet business needs.
The Quality Assurance Analyst evaluates client interactions and case management activities to support accurate, consistent, and professional service at Keller Postman. This role 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.
Success in this 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.
Key Responsibilities
- Conduct quality evaluations: Review recorded calls, emails, SMS messages, case notes, and related activities using the Firm’s Case Management Quality Scorecard and established evaluation guidelines.
- Assess accuracy and completeness: Verify that employees provide accurate information, follow applicable workflows, complete required actions, and document interactions clearly.
- Evaluate client service: Assess communication, empathy, professionalism, resolution, and explanations of next steps.
- Meet audit expectations: Complete a minimum of 50 scorecards per full workweek, generally 10 per day, while maintaining accurate and thorough evaluations.
- Document findings: Provide clear, objective feedback supported by specific examples and applicable procedures.
- Participate in calibration: Review sample interactions with QA colleagues and operational leaders to promote consistent scoring and interpretation of evaluation standards.
- Identify performance trends: Track recurring errors, process gaps, and opportunities for additional training or coaching.
- Support coaching and development: Explain evaluation findings and recommend practical actions employees can take to improve.
- Escalate significant concerns: Promptly report critical errors, potential privacy issues, inappropriate conduct, or other findings requiring leadership review.
- Stay current on procedures: Apply updates to Firm policies, project requirements, systems, and QA guidelines.
Required Skills and Abilities:
- Strong attention to detail and the 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.
- Experience in a legal services environment or with case management systems is preferred.
Education/Experience:
- Education equivalent to high school diploma or GED.
- Experience in quality assurance, client services, or a contact center environment
Certificates/Licenses Required:
- N/A
Language Ability:
- Must be able to read, write, and speak fluent English.
- Bilingual is preferred but not required.
Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.