Contact Center Quality Assurance Specialist

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Berry Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1965

💼 Consulting

🛡️ Insurance

⚖️ Legal

Consulting • Insurance • Legal

Berry Law is a law firm that specializes in providing legal representation for personal injury and criminal defense cases in Nebraska and Iowa. They offer a wide range of legal services, including veteran appeals, military law, and mass torts. The firm is known for its commitment to helping clients fight for their rights and achieve favorable outcomes in both personal injury incidents and criminal charges. Berry Law operates on a contingency fee basis for personal injury cases, emphasizing a client-first approach where they only get paid if the client wins. Their experienced team of attorneys is available 24/7 to provide consultations and legal support.

📋 Description

• Listen to and score recorded inbound and outbound calls using established QA scorecards • Review sent client emails for accuracy, professionalism, tone, grammar, completeness, and SOP compliance • Ensure agents follow verification, documentation, escalation, and case-handling procedures • Identify trends in call quality, email quality, documentation accuracy, and client experience • Evaluate agent performance against firm standards, communication guidelines, and compliance requirements • Confirm use of approved language, accurate case information, and appropriate escalation paths • Partner with leadership to update QA criteria as SOPs, workflows, or business needs change • Monitor proper handling of sensitive client information • Conduct regular QA meetings and side-by-side remote coaching sessions • Develop coaching plans and provide clear, constructive feedback • Help agents improve empathy, active listening, call control, professionalism, and de-escalation • Identify training needs and assist with training materials, examples, and best-practice guides • Support onboarding and continuing education for agents • Identify client-experience gaps and recommend practical solutions • Track QA results and report regularly to CX leadership • Analyze trends in agent performance, complaints, call-flow issues, and communication breakdowns • Devise and support action plans to improve service quality, efficiency, accuracy, and client satisfaction • Collaborate with team leads and managers on process improvements • Monitor corrective action plans and training initiatives

🎯 Requirements

• 3+ years of dedicated contact center quality assurance experience • Experience monitoring and scoring inbound and outbound calls and written client communications • Deep understanding of contact center operations, QA scorecards, coaching methodologies, and performance metrics • Experience ensuring adherence to internal SOPs, firm policies, and legal or service standards • Excellent verbal and written communication skills, including reviewing and correcting grammar, tone, and accuracy in client emails • Proven ability to provide constructive, professional, and motivating feedback and mentor agents • Strong analytical ability to identify performance trends, service gaps, and process inaccuracies • Meticulous attention to detail when scoring calls and reviewing documentation against SOPs • Ability to manage high volumes of evaluations, meetings, and reporting deadlines • Proficiency with call recording systems, CRM platforms, Microsoft Office, and Google Workspace • Ability to handle sensitive and confidential client information with integrity • Reliable internet connection and a low-distraction space for confidential calls • Ability to listen to recorded calls for extended periods with a headset • Sufficient hearing acuity to distinguish speech, tone, and low-volume audio • Ability to set up and move light office equipment weighing 10–20 lbs. as needed

🏖️ Benefits

• Personalized onboarding, ongoing coaching, and mentorship • Weekly, monthly, and annual recognition programs • Financial incentives, bonus structures, and growth opportunities • Award-winning culture committed to excellence and mission