Quality Assurance Specialist

West Coast Trial Lawyers, an esteemed downtown Los Angeles law firm seeks a Quality Assurance Specialist to join our Client Relations department. As a Quality Assurance Specialist, you will play a crucial role in maintaining the quality and integrity of our client interactions. Your primary responsibility will involve reviewing calls between our sales specialists and potential clients, providing constructive feedback, and ensuring compliance with firm protocols and procedures. This role offers a unique opportunity to contribute to the success and reputation of our firm by helping to optimize the client experience.

Responsibilites:

• Screen calls between sales specialists and potential clients to assess call quality, compliance with protocols, and overall effectiveness.
• Provide detailed feedback and coaching to sales specialists based on call evaluations, focusing on areas for improvement and reinforcement of best practices.
• Collaborate with leadership in identifying trends, patterns, and opportunities for improvement in call handling and client interactions.
• Develop and maintain Quality Assurance metrics and reporting to track performance and identify areas of improvement

Qualifications:

• Bachelor’s Degree
• Bilingual, fluent in English and Spanish
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Strong analytical skills with the ability to assess complex situations and provide effective feedback.
• (Highly Preferred) Experience in Quality Assurance, call monitoring, or a similar role in the legal industry.

Company Culture

Here at West Coast Trial Lawyers, we cultivate an environment that combines a friendly atmosphere with strong expectations for advancement and improvement. We promote a supportive environment where collaboration and teamwork are valued, and our team members treat each other with respect and professionalism. Alongside our commitment to excellence, we prioritize work-life balance and the well-being of our employees.

Job Type: Full-time

Pay: $20.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Los Angeles, CA 90015: Relocate before starting work (Required)

Work Location: In person