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Keller Postman LLC · 3 weeks ago

Training & Quality Assurance Manager

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $120K/yr

5+ years exp

Keller Postman LLC is a law firm representing a diverse range of clients in litigation and arbitration. They are seeking a Training & Quality Assurance Manager to lead training programs and quality assurance processes for Mass Claims, ensuring consistent and accurate service across teams.

AdviceConsultingLegal

Responsibilities

Design and implement training programs for Mass Claims case managers, and litigation support staff, ensuring consistent application across all offices and affiliates

Develop and maintain training content, playbooks, and job aids tailored to Mass Claims specific workflows and client communications

Deliver onboarding for new hires and continuing education for tenured employees, adapting materials to reflect evolving business practices

Conduct learning needs assessments to identify performance gaps and implement targeted training solutions

Develop and administer knowledge assessments to ensure trainees are fully prepared to transition into production roles

Leverage learning management systems and knowledge-sharing platforms to track progress and maintain training libraries

Oversee QA programs across Mass Claims case management, mailroom, and legal support teams, including monitoring client calls, case file accuracy, and workflow compliance

Develop QA scorecards, reporting mechanisms, and KPIs to measure performance against firm standards and client service expectations

Conduct regular audits and provide structured feedback and coaching to employees, team leaders, and BPO (Business Process Outsourcing) partners

Partner with leadership to implement process improvements that enhance efficiency, accuracy, and client satisfaction

Ensure QA processes remain aligned across all Mass Claims teams, fostering consistency across a remote workforce and offshore contractors

Lead a team of trainers, QA analysts, and specialists, providing guidance, coaching, and professional development

Build and maintain effective communications (e.g., intranet updates, protocols, knowledge base entries) to ensure employee awareness of training and quality resources

Serve as a key partner to attorneys, case managers, and leadership in establishing consistent standards and practices across all Mass Claims operations

Provide leadership with insights and recommendations based on QA findings and training outcomes, directly influencing operational strategy and firm-wide improvements

Qualification

Training program designQuality assurance oversightTeam leadershipAnalytical skillsMicrosoft Office SuiteTraining platformsCommunication skillsPresentation skillsInterpersonal skills

Required

5+ years of related training and/or QA experience in a professional services or legal environment required; experience with both training and QA preferred

2+ years demonstrated experience leading a team of training and/or QA professionals required; experience with both training and QA preferred

Excellent verbal, written, and interpersonal communication skills

Strong presentation and facilitation skills; ability to engage diverse learning styles

Demonstrated experience leading teams and managing direct reports

Strong analytical skills, with the ability to translate QA data into actionable insights

Proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel) and knowledge-sharing tools (e.g., SharePoint, Dropbox)

Adept with a variety of training and QA platforms, including LMS and call monitoring systems

Associate degree required

Preferred

Preferred experience working with offshore teams

Bachelor's degree preferred

Benefits

Discretionary bonus

Benefits

Company

Keller Postman LLC

Keller Postman LLC is a national law firm that represents a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels.

Founded in 2018

Chicago, Illinois, USA

201-500 employees