Quality Assurance Analyst

Keller Postman Lake Mary, Florida, United States Posted

This listing's locations Lake Mary, Florida, United States

Employment Full-time

Department:
Case Management

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multi-district 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.

The Quality Assurance Analyst evaluates client interactions and case management activities to support accurate, consistent, and professional service at Keller Postman. This role identifies performance gaps, provides actionable feedback, and helps ensure employees follow Firm procedures, protect client information, and communicate effectively.

The analyst works with QA leadership, Team Leads, and Training to strengthen employee performance and improve the client experience.

This is a In‑Person, 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.

Essential Functions:

• 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.

The Quality Assurance Analyst evaluates client interactions and case management activities to support accurate, consistent, and professional service at Keller Postman. This role identifies performance gaps, provides actionable feedback, and helps ensure employees follow Firm procedures, protect client information, and communicate effectively.

The analyst works with QA leadership, Team Leads, and Training to strengthen employee performance and improve the client experience.

Success in this role includes meeting audit volume expectations, maintaining scoring accuracy and calibration alignment, delivering timely and actionable feedback, and identifying opportunities to improve service quality and process consistency.

Key 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,…