Quality Assurance Manager

About Us

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong quality controls to ensure consistency, compliance, and excellence across every stage of the client lifecycle.

We are seeking a motivated, detail-oriented Legal QA Manager to lead and elevate our quality assurance function across intake, case management, and client communications.

About the Role

The Legal QA Manager will own and lead the firm's Quality Assurance program across client calls and Filevine case files, managing a team of QA Analysts across global remote locations. This role partners closely with Leadership, Training, Legal Operations, and Case Management to ensure cases are handled accurately, consistently, and in a timely manner.

You will be responsible for auditing Filevine case data, monitoring live and recorded calls, and ensuring that case managers and intake agents follow firm standards, complete required fields correctly, comply with legal and ethical requirements, and move cases forward without unnecessary delay.

This role is critical to protecting the firm from compliance risk, improving case quality and operational efficiency, and delivering a consistent, high-quality client experience from first contact through resolution.

Strong English communication skills are essential for success in this role.

Key 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.

Qualifications

• 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.

Nice-to-Have / Preferred Qualifications

The following experience is helpful but not required for success in this role:

• 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.

Requirements

• 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.

What We Offer

• Earn $8-$9/hour.
• Competitive hourly pay based on skills and experience (full-time, 40 hours/week).
• 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.

This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.