Quality Assurance Manager
Ovation Law Firm
full-time
Posted on:
Location Type: Remote
Location: Nicaragua
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Salary
💰 $8 - $9 per hour
About the role
- Lead and manage a team of QA Analysts across global remote teams, ensuring consistent quality standards and calibration.
- Own the QA framework end-to-end, including audits, scoring, feedback, coaching recommendations, and reporting.
- Monitor and evaluate live and recorded intake and client communication calls.
- Ensure intake agents and case managers follow approved scripts, ask all required questions, and provide accurate, compliant information.
- Identify misleading statements, compliance risks, missed disclosures, or unethical behavior.
- Score calls using predefined quality criteria and ensure consistency across the QA team.
- Provide clear, actionable feedback and coaching recommendations to leadership and training teams.
- Audit Filevine case files to ensure:
- All required fields are completed and completed accurately
- Data is consistent with call recordings, documents, and case facts
- Case milestones are updated timely and correctly
- Notes, tasks, and communications meet firm standards
- Identify stalled cases, process breakdowns, or workflow bottlenecks.
- Ensure case managers are progressing cases in accordance with internal timelines and SOPs.
- Identify trends, recurring errors, and systemic quality issues across calls and case files.
- Recommend targeted training topics, workflow changes, and process improvements.
- Partner with Training, Legal Operations, and Case Management to align QA findings with coaching and development plans.
- Maintain detailed QA documentation, scorecards, audit trails, and compliance records.
- Track and report quality metrics, performance trends, and risk areas to senior leadership.
- Develop, update, and maintain QA guidelines, SOPs, evaluation forms, and benchmarks.
- Support continuous improvement initiatives across intake and case management operations.
Requirements
- Strong English communication skills (C1 level), both verbal and written.
- Over 3 years of experience in Quality Assurance, call monitoring, or customer service auditing, preferably in a law firm, call center, or regulated environment.
- Prior experience managing QA teams, including remote or globally distributed teams.
- Strong analytical, listening, and critical-thinking skills with exceptional attention to detail.
- Demonstrated ability to identify compliance risks and handle sensitive issues with professionalism and confidentiality.
- Experience providing structured feedback and collaborating with leadership to drive performance improvement.
- Tech-savvy, with hands-on experience using call monitoring tools, CRM systems, and spreadsheets for performance tracking.
- Strong time management skills with the ability to work independently and manage multiple priorities.
- Experience developing QA frameworks, scorecards, and reporting dashboards.
Benefits
- 6 paid time-off (PTO) days per year
- 100% remote work environment
- Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.
- Long-term growth and stability in a high-impact operational role.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality Assurancecall monitoringcustomer service auditingQA frameworksscorecardsreporting dashboardscompliance risk identificationdata consistency evaluationperformance trackingprocess improvement
Soft Skills
communication skillsanalytical skillslistening skillscritical-thinking skillsattention to detailprofessionalismconfidentialitystructured feedbacktime managementcollaboration