Quality Assurance Analyst

Quality Assurance (QA) Analyst

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict 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:

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

Required Skills and Abilities:

Education/Experience:

Certificates/Licenses Required:

Language Ability:

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.