Personal Injury Quality Assurance Analyst

At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. 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 Personal Injury Quality Assurance (QA) Analyst is responsible for  implementing and executing a complete Personal Injury Quality Assurance program that safeguards the quality of our services and improves the client experience. The Personal Injury QA Analyst should foster a culture in which all employees become actively engaged in delivering exceptional service to our clients. The Personal Injury QA Analyst will participate in formulating and establishing organizational policies and operating procedures for Personal Injury 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.

Personal Injury QA Analysts are also expected to help answer client phone calls, emails, and SMS to support the broader team when backlog is high and to stay up to date with current processes and scripting. 

Essential Functions:

• 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.
• Review calls with existing  clients who called in and audit for accuracy, including listening to the calls and confirming the Case Manager followed protocols.
• Analyze trends in client withdrawals and suggest mitigating scripting.
• 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 and partner with the training team to address training needs
• Prepare and analyze quality reports with actionable data for management review.
• Pursue continuing education on new solutions, technology, and skills.
• Analyze Net Promoter Score (NPS) feedback and identify opportunities for improvement.
• Audit system functionality and verify it is working as designed to create the best possible client experience.
• Other duties that may be assigned to meet business needs.

Required Skills and Abilities:

• 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.
• Detail oriented and intellectual curiosity.
• Intermediate or higher Microsoft Office skills.

Education/Experience:

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

Certificates/Licenses Required:

• N/A

Language Ability:

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