Ovation Law Firm · 23 hours ago
Quality Assurance Manager (LATAM)
United States
Full-time
Remote
Mid, Senior Level
$8/hr - $9/hr
3+ years expOvation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance workplace. The Legal QA Manager will lead and elevate the quality assurance function across client communications and case management, managing a team of QA Analysts to ensure compliance and operational efficiency.
Law Practice
No H1B
Responsibilities
Lead and manage a team of QA Analysts across global remote teams, ensuring consistent quality standards and calibration
Own the QA framework end-to-end, including audits, scoring, feedback, coaching recommendations, and reporting
Monitor and evaluate live and recorded intake and client communication calls
Ensure intake agents and case managers follow approved scripts, ask all required questions, and provide accurate, compliant information
Identify misleading statements, compliance risks, missed disclosures, or unethical behavior
Score calls using predefined quality criteria and ensure consistency across the QA team
Provide clear, actionable feedback and coaching recommendations to leadership and training teams
Audit Filevine case files to ensure:
All required fields are completed and completed accurately
Data is consistent with call recordings, documents, and case facts
Case milestones are updated timely and correctly
Notes, tasks, and communications meet firm standards
Identify stalled cases, process breakdowns, or workflow bottlenecks
Ensure case managers are progressing cases in accordance with internal timelines and SOPs
Identify trends, recurring errors, and systemic quality issues across calls and case files
Recommend targeted training topics, workflow changes, and process improvements
Partner with Training, Legal Operations, and Case Management to align QA findings with coaching and development plans
Maintain detailed QA documentation, scorecards, audit trails, and compliance records
Track and report quality metrics, performance trends, and risk areas to senior leadership
Develop, update, and maintain QA guidelines, SOPs, evaluation forms, and benchmarks
Support continuous improvement initiatives across intake and case management operations
Qualification
Required
Strong English communication skills (C1 level), both verbal and written
Over 3 years of experience in Quality Assurance, call monitoring, or customer service auditing, preferably in a law firm, call center, or regulated environment
Prior experience managing QA teams, including remote or globally distributed teams
Strong analytical, listening, and critical-thinking skills with exceptional attention to detail
Demonstrated ability to identify compliance risks and handle sensitive issues with professionalism and confidentiality
Experience providing structured feedback and collaborating with leadership to drive performance improvement
Tech-savvy, with hands-on experience using call monitoring tools, CRM systems, and spreadsheets for performance tracking
Strong time management skills with the ability to work independently and manage multiple priorities
Experience developing QA frameworks, scorecards, and reporting dashboards
Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace
Must have a laptop or desktop computer with the following minimum specifications: 8GB RAM, Core i5 processor or higher. Additionally, an internet speed of at least 10 Mbps is required
Availability to work during U.S. business hours (PST)
Willingness to use time-tracking software
Preferred
Supporting legal teams or working in a law firm environment
Lemon Law, consumer protection, or high-volume case management experience
Experience with Filevine or similar legal case management systems
Benefits
100% remote work environment.
6 paid time-off (PTO) days per year.
Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.
Long-term growth and stability in a high-impact operational role.
Company
Ovation Law Firm
Ovation Law Firm is a consumer-focused law firm dedicated to helping people take on powerful companies and win.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase