REMOTE Law Firm Client Experience Manager - Quality Assurance

Overview

A well-established civil litigation firm with 31 years of experience and offices across 12 states is seeking a Client Experience Manager - Quality Assurance. This role offers fully remote or hybrid work options.

Responsibilities

• Conduct internal audits to ensure qualitative file handling aligns with firm protocols and client expectations.
• Prepare detailed reports on audit findings.
• Identify opportunities for education and process improvements.
• Participate in implementing process improvements and delivering training programs related to quality control.
• Contribute to the ongoing development of the firm's quality control program.
• Evaluate, interpret, and understand client guideline requirements.
• Assist in coordinating and organizing audits conducted by firm clients.
• Utilize firm systems such as Aderant, ProLaw, BillBlast, and client e-billing systems as needed.

Requirements

• Bachelor's degree.
• Minimum of 7 years of related work experience.
• Experience in insurance claims handling and qualitative auditing is required.
• Preferably, experience auditing insurance claims of law firm clients from the insurance company side.
• Strong attention to detail and analytical skills.
• Thorough understanding of claims and litigation management processes.

Compensation & Benefits

• Comprehensive health insurance and benefits package.
• Casual dress code.
• Mental health support resources.
• Employee resource groups focused on Diversity, Opportunity, and Inclusion.

Location

• Fully remote or hybrid options available.

Note: The organization does not accept unsolicited resumes from recruiters or staffing agencies and will not pay placement fees without prior approval and a signed fee agreement.