Quality Assurance Analyst

The Opportunity: Join TopDog Law and Build Something Meaningful This role is an opportunity to: Join a rapidly growing national firm at a formative stage Make a visible, measurable impact on a rapidly growing business Grow your skills, responsibility, and influence as the firm scales Work alongside high-caliber, mission-driven teammates who care deeply about doing great work We are looking for people who don’t just want a job, they want purpose and impact. Job Overview The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and improving the overall quality of potential client interactions and data accuracy across operations. This role ensures adherence to company standards, regulatory requirements, and best practices by conducting audits, delivering actionable feedback, and driving continuous improvement initiatives. The QA Analyst partners closely with Intake (agents & supervisors), training, and leadership to enhance performance, consistency, and overall client experience. What You’ll Do In this role, you will be responsible for: Conduct regular quality assurance audits of intake calls and CRM records to ensure accuracy, compliance, and adherence to qualification standards Deliver structured, actionable feedback to intake specialists through 1:1 coaching sessions, with a focus on improving performance, consistency, and call quality Partner closely with intake supervisors to identify performance trends and support individual and team development through targeted coaching and follow-up Monitor and evaluate intake specialist performance using QA results and key operational metrics, helping to reinforce accountability and continuous improvement Identify recurring error patterns and operational issues, determine root causes, and recommend practical solutions to improve outcomes Design, maintain, and continuously improve QA processes, including audit frameworks, evaluation criteria, and quality standards Support onboarding and training of new intake staff by providing guidance on QA expectations, best practices, and performance standards Collaborate with cross-functional teams (e.g., intake leadership, operations) to address workflow inefficiencies and enhance overall intake performance Maintain and manage QA workflows and systems within Salesforce (or similar platforms), including error tracking and audit documentation Build and maintain reports and dashboards to track QA outcomes and intake performance metrics (e.g., conversion rates, error rates, lead quality) Analyze performance data to identify trends, surface insights, and inform coaching and operational decisions Contribute to the development and documentation of SOPs and QA guidelines to support consistency and scalability of processes Ensure a high standard of lead quality by reinforcing best practices and aligning intake activities with business and partner expectations Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work. How This Role Drives the Business QA Analyst plays a critical role in protecting client trust, maximizing case intake quality, and supporting revenue growth. By ensuring calls are handled with professionalism, empathy, and adherence to legal intake standards, this role directly impacts client conversion rates and case viability. Accurate data capture ensures attorneys receive complete and reliable information, reducing delays and rework. Through coaching and calibration, the QA Analyst elevates agent performance, leading to more consistent client experiences and a stronger brand reputation. Additionally, insights from QA audits help leadership identify operational inefficiencies, mitigate compliance risks, and refine intake strategies that ultimately drive higher-quality case acquisition and improved business outcomes. This role is critical to our success because it: Directly impacts [clients / revenue / case outcomes / team efficiency] Supports speed, quality, and consistency as we scale Helps protect and elevate the TopDog Law brand and client experience Strengthens the foundation needed to grow responsibly and sustainably What Success Looks Like Within your first 6–12 months, success in this role looks like: You consistently deliver on commitments with minimal oversight You proactively identify issues and propose solutions Your work raises the bar for quality, clarity, and follow-through You are viewed as a reliable, trusted partner by teammates and leaders You contribute positively to team energy, morale, and momentum Qualifications Required: Strong coaching and communication skills, with the ability to deliver clear, direct, and constructive feedback in a 1:1 setting Ability to build rapport quickly and work effectively with individuals at different performance levels, supporting both development and accountability Demonstrated critical thinki