Personal Injury Quality Assurance Analyst

The Personal Injury Quality Assurance (QA) Analyst is responsible for implementing and executing a complete Personal Injury Quality Assurance program that safeguards the quality of our services and improves the client experience. The Personal Injury QA Analyst should foster a culture in which all employees become actively engaged in delivering exceptional service to our clients. The Personal Injury QA Analyst will participate in formulating and establishing organizational policies and operating procedures for Personal Injury Case Management teams. Personal Injury QA Analysts are also expected to help answer client phone calls, emails, and SMS to support the broader team when backlog is high and to stay up to date with current processes and scripting. The QA Analyst will monitor calls, emails, and text messages, analyze data and client feedback, identify training needs, and audit system functionality.