Legal Quality Assurance Analyst

Keller Postman LLC; DeLand (FL); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Year-end discretionary bonus

Benefits

Job summary

Keller Postman LLC in Florida seeks a Quality Assurance Analyst to design and manage a complete QA program ensuring high-quality client service across case management teams. The role emphasizes monitoring calls, emails, and messages, with actionable feedback and strict adherence to firm procedures.

The position is in-person, full-time, paid hourly with a potential year-end discretionary bonus and benefits. Candidates should be detail-oriented and capable of cross-team collaboration.

Qualifications

• Education equivalent to high school diploma or GED.
• Experience in QA, client services, or a contact center environment.
• Fluent English reading, writing and speaking.

Responsibilities

• Develop and participate in QA program design and standards.
• Monitor calls, emails, and texts to assess service quality.
• Produce actionable quality reports for management.
• Deliver coaching and calibration with QA teams.

Skills

Quality assurance

Call monitoring

Data analysis

Feedback delivery

Calibration

Audit scoring

Education

High school diploma

Tools

MS Office

Case management systems

Job description

Keller Postman LLC in Florida seeks a Quality Assurance Analyst to design and manage a complete QA program ensuring high-quality client service across case management teams. The role emphasizes monitoring calls, emails, and messages, with actionable feedback and strict adherence to firm procedures.

The position is in-person, full-time, paid hourly with a potential year-end discretionary bonus and benefits. Candidates should be detail-oriented and capable of cross-team collaboration.