Quality Assurance Specialist

Summary

Join ABC Legal Services as a Quality Assurance Specialist and help us maintain our position as the national leader in service of process. Based remotely in Puerto Rico, you will coach, train, and provide feedback to process servers to improve their performance. Key responsibilities include providing support and education, creating a positive server experience, resolving issues, setting clear expectations, reviewing reports, and holding servers accountable. You will also track and communicate blockers to leadership and collaborate with the recruiting department. This role requires experience in training and coaching, a high school diploma or GED, excellent communication skills, and proficiency with Microsoft Office. ABC Legal Services offers a competitive salary, comprehensive benefits, and a flexible work-from-home environment.

Requirements

• Experience training and/or coaching
• High school diploma or GED required
• Excellent written and verbal communication skills
• Experience and proficiency with Microsoft Office (Word, Excel)
• The ability to analyze processes and make recommendations for improvements

Responsibilities

• Provide support, training and education to process servers that are underperforming based on key metrics
• Create positive and engaging server experience for all underperforming process servers: Communicate directly with process servers providing coaching and meaningful feedback
• Field all questions from process servers and resolve blockers
• Ensure process servers understand expectations and the timeframe in which they need to adjust
• Set clear expectations for underperforming servers
• Review assigned reports daily, reach out to disengaged servers to identify and resolve the reasons they are not attempting jobs timely
• Hold Servers accountable to directly impact performance
• Track and communicate all blockers to the leadership team Work closely with the recruiting department when additional coverage is needed

Preferred Qualifications

Familiarity with Legal Processes is a plus

Benefits

• Comprehensive Medical, Dental, and Vision coverage
• Competitive salary package
• 401(k) retirement plan with 5% matching
• Orca Card / Transit Stipend
• 10 paid holidays per year
• Referral program
• Work from home flexibility