Quality Assurance Analyst - Elevate Client Experience

Keller Postman LLC; Florida; On-site; USD 34,000 - 37,000; Full time

Job summary

Keller Postman LLC in Florida is seeking a Quality Assurance Analyst to design and oversee a complete QA program that safeguards service quality. You will help establish policies for Case Management teams and ensure clients are served consistently.

The role involves evaluating client interactions, identifying performance gaps, and delivering actionable feedback. You will work with QA leadership, Team Leads, and Training to strengthen performance and client experience.

Qualifications

• 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.

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.

Skills

Attention to detail

Constructive feedback

Time management

Trend analysis

MS Excel

Discretion

Legal services experience

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Keller Postman LLC in Florida is seeking a Quality Assurance Analyst to design and oversee a complete QA program that safeguards service quality. You will help establish policies for Case Management teams and ensure clients are served consistently.

The role involves evaluating client interactions, identifying performance gaps, and delivering actionable feedback. You will work with QA leadership, Team Leads, and Training to strengthen performance and client experience.