Quality Assurance Analyst

Job OverviewThe 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 DoIn 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 standardsDeliver structured, actionable feedback to intake specialists through 1:1 coaching sessions, with a focus on improving performance, consistency, and call qualityPartner closely with intake supervisors to identify performance trends and support individual and team development through targeted coaching and follow-upMonitor and evaluate intake specialist performance using QA results and key operational metrics, helping to reinforce accountability and continuous improvementIdentify recurring error patterns and operational issues, determine root causes, and recommend practical solutions to improve outcomesDesign, maintain, and continuously improve QA processes, including audit frameworks, evaluation criteria, and quality standardsSupport onboarding and training of new intake staff by providing guidance on QA expectations, best practices, and performance standardsCollaborate with cross-functional teams (e.g., intake leadership, operations) to address workflow inefficiencies and enhance overall intake performanceMaintain and manage QA workflows and systems within Salesforce (or similar platforms), including error tracking and audit documentationBuild 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 decisionsContribute to the development and documentation of SOPs and QA guidelines to support consistency and scalability of processesEnsure a high standard of lead quality by reinforcing best practices and aligning intake activities with business and partner expectationsIdentifying opportunities to improve systems, processes, or outcomes—not just following existing playbooksAt TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work.How This Role Drives the BusinessQA 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 scaleHelps protect and elevate the TopDog Law brand and client experienceStrengthens the foundation needed to grow responsibly and sustainablyWhat Success Looks LikeWithin your first 6–12 months, success in this role looks like:You consistently deliver on commitments with minimal oversightYou proactively identify issues and propose solutionsYour work raises the bar for quality, clarity, and follow-throughYou are viewed as a reliable, trusted partner by teammates and leadersYou contribute positively to team energy, morale, and momentumQualificationsRequired:Strong coaching and communication skills, with the ability to deliver clear, direct, and constructive feedback in a 1:1 settingAbility to build rapport quickly and work effectively with individuals at different performance levels, supporting both development and accountabilityDemonstrated critical thinking and problem-solving skills, with the ability to identify patterns, diagnose root causes, and recommend practical solutionsComfortable working with performance data and using metrics to inform coaching, track progress, and support decision-makingHigh attention to detail and a strong commitment to accuracy, consistency, and quality standardsAbility to manage multiple priorities and workflows in a fast-paced, high-volume environmentProactive and self-directed, with the ability to take ownership of responsibilities and drive improvements independentlyStrong organizational skills, with the ability to document processes, maintain records, and ensure consistency across QA activitiesComfortable collaborating cross-functionally with managers and operations teams to improve processes and outcomesAdaptable and open to change, with the ability to operate effectively in evolving systems and processesNice to have:Experience in a QA role or a related fieldExperience leading calibration sessions and QA initiativesKnowledge of performance management methodologiesAbility to interpret data and translate insights into actionable recommendationsKey Competencies:Critical thinking and problem-solvingCollaboration and teamworkAdaptability and a continuous learning mindsetAccountability and professionalismAbout TopDog LawTopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve.We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we’re assembling the team that will take it to the next level.If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you’ll feel right at home here.Our StoryTopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike.Over the past three years, we’ve grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what’s possible when strategy, speed, and execution align. Now, we’re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate.We are intentionally building the infrastructure, systems, and teams needed to scale at a national level—without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come.Who Thrives HereWe don’t hire based on resumes alone. We hire for competence, character, and mindset.You will thrive at TopDog Law if you:Embrace ChangeYou have a growth mindset and seek continuous improvementYou welcome feedback and adapt quicklyYou ask “What’s next?” rather than “That’s not my job”Are Committed to the OrganizationYou care deeply about doing great workYou have your teammates’ backsYou’re here to build something meaningful and long-lastingBring an Upbeat, No-Ego EnergyYou show up positive, professional, and solutions-orientedYou enjoy the work and respect the people around youYou leave drama, negativity, and ego at the doorTake OwnershipYou do what you say you’ll doYou follow through and communicate early when something’s off trackYou treat the business like it’s yoursFast & HungryYou move with urgency and sound judgmentYou prioritize progress over perfectionYou thrive in fast-paced, high-expectation environmentsYou seek feedback, stretch assignments, and more responsibilityYou’re motivated by growth, impact, and building something bigger than yourselfWhy TopDog LawReal growth: As the firm grows, so do opportunities for advancement and leadershipHigh standards, real support: Clear expectations, coaching, and accountabilityCulture that matters: Trust, respect, speed, and integrity, without sacrificing humanityMeaningful work: Helping people through some of the hardest moments of their livesReady to Build With Us?If you’re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we’d love to hear from you.Apply today and help shape the future of TopDog Law.