{"id":3770845,"url":"https://alion.io/job/keller-postman-quality-assurance-analyst","title":"Quality Assurance Analyst","company":{"id":3687,"name":"Keller Postman","domain":"kellerpostman.com","url":"https://alion.io/company/kellerpostman","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":8,"ghost_share":0,"stale_share":0.875,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-06T05:58:05Z"}},"role":"QA","role_family":"QA","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lake Mary, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25,"max":27,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Postman","optional":false}],"status":"live","first_seen_at":"2026-11-04T18:05:16Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T03:28:45Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Quality Assurance (QA) Analyst \nKeller 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. \nPurpose: 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. \nThe 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. \nThe analyst works with QA leadership, Team Leads, and Training to strengthen employee performance and improve the client experience. \nThis 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. \nEssential Functions: \nDevelop and participate in the design of call monitoring procedures and quality standards. \nConsistently monitor inbound and outbound calls, emails, and text messages to assess the demeanor, technical accuracy, and overall customer service skills of multiple teams. \nUtilize data management system to compile and track performance at team and individual levels. \nIdentify training needs and take action to ensure company-wide compliance. \nPrepare and analyze quality reports with actionable data for management review. \nPursue continuing education on new solutions, technology, and skills. \nOther duties that may be assigned to meet business needs. \nThe 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. \nThe analyst works with QA leadership, Team Leads, and Training to strengthen employee performance and improve the client experience. \nSuccess 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. \nKey Responsibilities \nConduct 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. \nAssess accuracy and completeness: Verify that employees provide accurate information, follow applicable workflows, complete required actions, and document interactions clearly. \nEvaluate client service: Assess communication, empathy, professionalism, resolution, and explanations of next steps. \nMeet audit expectations: Complete a minimum of 50 scorecards per full workweek, generally 10 per day, while maintaining accurate and thorough evaluations. \nDocument findings: Provide clear, objective feedback supported by specific examples and applicable procedures. \nParticipate in calibration: Review sample interactions with QA colleagues and operational leaders to promote consistent scoring and interpretation of evaluation standards. \nIdentify performance trends: Track recurring errors, process gaps, and opportunities for additional training or coaching. \nSupport coaching and development: Explain evaluation findings and recommend practical actions employees can take to improve. \nEscalate significant concerns: Promptly report critical errors, potential privacy issues, inappropriate conduct, or other findings requiring leadership review. \nStay current on procedures: Apply updates to Firm policies, project requirements, systems, and QA guidelines. \nRequired Skills and Abilities: \nStrong attention to detail and the ability to evaluate work objectively against established standards. \nClear written and verbal communication skills, including the ability to deliver constructive feedback. \nStrong organizational and time management skills. \nAbility to recognize trends, investigate discrepancies, and explain findings clearly. \nProficiency with Microsoft Office, including Excel, Word, Outlook, and Teams. \nAbility to handle sensitive client and Firm information with discretion. \nExperience in a legal services environment or with case management systems is preferred.\nEducation/Experience: \nEducation equivalent to high school diploma or GED. \nExperience in quality assurance, client services, or a contact center environment \nCertificates/Licenses Required: \nN/A \nLanguage Ability: \nMust be able to read, write, and speak fluent English. \nBilingual is preferred but not required. \nKeller Postman is an Equal Opportunity Employer. For California Applicants, please find our CCPA information here.","description_format":"text","description_chars":5734,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-11-04T21:32:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:2","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":54000,"is_top_pay":false},"html_url":"https://alion.io/job/keller-postman-quality-assurance-analyst","json_url":"https://alion.io/job/keller-postman-quality-assurance-analyst.json","meta":{"generated_at":"2026-11-06T07:40:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13648,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3687},"rest":"https://alion.io/mcp/rest/get_company?id=3687"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkeller-postman-quality-assurance-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkeller-postman-quality-assurance-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkeller-postman-quality-assurance-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/keller-postman-quality-assurance-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkeller-postman-quality-assurance-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3770845}},{"tool":"search_jobs","arguments":{"company":"kellerpostman.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3770845},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}