Quality Assurance Analyst

3 days ago

Cebu City, Central Visayas, Philippines XtendOps Full time $40,000 - $60,000 per year
Position Overview

The Quality Assurance (QA) Analyst Specialist plays a key role in ensuring that all client interactions and case intakes handled by the Legal Intake team meet the highest standards of accuracy, professionalism, and compliance. This role is responsible for monitoring calls, reviewing case documentation, and evaluating agent performance to ensure adherence to both client and company guidelines. The QA Analyst will provide constructive feedback, identify training needs, and support continuous improvement initiatives to enhance client satisfaction and operational excellence.


Key Responsibilities
  • Monitor and evaluate inbound and outbound legal intake calls, emails, and case entries for accuracy, compliance, and service quality.
  • Conduct regular audits of intake records and case documentation to ensure completeness and compliance with client and legal requirements.
  • Use quality scorecards and evaluation tools to provide fair, consistent, and actionable assessments of agent performance.
  • Deliver feedback and coaching to intake specialists to drive improvements in communication, documentation, and compliance.
  • Track and analyze quality trends, prepare reports, and recommend process or training interventions.
  • Participate in calibration sessions with QA, Training, and Operations teams to maintain scoring consistency and alignment with client expectations.
  • Support the development and updating of quality standards, policies, and guidelines specific to legal intake processes.
  • Ensure strict adherence to confidentiality, data protection, and legal compliance requirements.
  • Collaborate with leadership to identify process gaps and recommend best practices for improved efficiency and service delivery.

Qualifications
  • Bachelor's degree in Business Administration, Legal Studies, Communications, or related field preferred.
  • 2+ years of experience in Quality Assurance, preferably in a BPO or Legal Intake/Legal Services account.
  • Strong understanding of intake processes, client handling, and legal documentation workflows.
  • Excellent analytical, listening, and documentation skills.
  • Strong verbal and written communication skills with the ability to deliver constructive feedback effectively.
  • Proficiency in QA tools, CRM platforms, or legal case management systems.
  • High level of integrity and ability to handle confidential client information.

Key Competencies
  • Detail-oriented and process-driven
  • Strong analytical and problem-solving skills
  • Effective coaching and mentoring abilities
  • Team player with strong collaboration skills
  • Commitment to compliance, accuracy, and client satisfaction

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