Quality Assurance Analyst
Core
Develop and oversee a Quality Assurance program to safeguard service quality, evaluate client interactions, and ensure employees follow firm procedures.
Role type
Quality Assurance Analyst
Builds
Quality standards, performance reports, and training initiatives for case management teams
Domain
Legal services / Client support
Deliverable
dashboards & analysis
Required skills
Call monitoring, data analysis, performance evaluation, report preparation, training needs identification, compliance monitoring
Responsibilities
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