Quality Assurance Coordinator

2 days ago

Los Angeles, California, United States West Coast Trial Lawyers Full time

Description
West Coast Trial Lawyers is a top-ranked personal injury firm recognized for our aggressive litigation approach, elite trial experience, and hands-on client advocacy. With over $1.6 billion recovered for our clients, our attorneys bring exceptional backgrounds from top law schools and some of the largest, most respected firms in the nation.

West Coast Trial Lawyers is seeking a highly organized and detail-oriented Quality Assurance Coordinator to join our team. This role will directly support our Supervising Attorney and play a key part in maintaining the quality and consistency of our Intake Department.

This position is ideal for someone with a strong background in call quality assurance, customer service, or call center operations - especially those who take pride in maintaining high standards, identifying performance gaps, and helping teams improve communication quality and client experience.

Responsibilities

  • Monitor and review intake calls to ensure adherence to firm protocols, call scripts, and client service standards
  • Evaluate call performance using established QA criteria and provide structured feedback to the Supervising Attorney
  • Identify trends, areas of improvement, and training opportunities within the Intake Department
  • Maintain tracking logs and reports related to quality scores, compliance checks, and team performance
  • Collaborate closely with the Supervising Attorney and the intake leadership team to continuously refine standards and improve the overall client experience
  • Assist in developing or updating QA procedures and documentation as the firm evolves

Requirements

  • 3-5 years of Quality Assurance, Customer Service, or Call Center experience
  • Strong attention to detail and ability to spot inconsistencies or missed opportunities during calls
  • Excellent communication and interpersonal skills; comfortable giving constructive feedback in a professional, collaborative way Experience working with QA scorecards, evaluations, or call auditing systems preferred
  • Legal experience is a plus, but not required - what matters most is strong client service instincts and the ability to uphold standards of excellence
  • Proficient in Microsoft 365, Excel, and other office platforms

Salary Range
: $30.00-$35.00/hour

At West Coast Trial Lawyers, we take pride in delivering exceptional service to every client who reaches out to us. You'll be joining a supportive, fast-paced team that values precision, accountability, and growth. This is an opportunity to make a direct impact on the quality of how we serve clients from the very first interaction.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance, life insurance, a health savings account (HSA), 401(k) with employer contributions, paid time off, sick leave, and paid holidays.

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