Quality Assurance 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.

This is a remote, 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.

• 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.

• Excellent verbal, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Knowledge of quality assurance terminology, methods, and tools.
• Analytical, problem-solving, and decision-making skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multi-task and to work independently or as part of a team.
• Intermediate or higher Microsoft Office skills.

• 2-3 years call center
• Education equivalent to high school diploma or GED.

• N/A

• Must be able to read, write, and speak fluent English.
• Bilingual is preferred but not required.