Quality Specialist

Quality Specialist

LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you're ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can't wait to meet you. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. This position will be onsite at our Frisco office.

The Quality Specialist is a critical role that supports our commitment to providing exceptional service and operational excellence. By focusing on our Customer-First Philosophy and a Quality by Design ethos, you will directly contribute to our mission of driving excellence and accountability. This role is a key part of our strategy to proactively integrate quality and implement data-driven improvements to ensure we get it right the first time. This role is crucial for ensuring the accuracy and integrity of our Registered Agent (RA) or Virtual Mail (VM) document intake and processing process from ingestion to customer delivery. The Quality Specialist will possess a strong understanding of quality assurance principles and be dedicated to identifying and preventing defects before they reach the customer.

You will :

• Proactively implement quality checks and act as the final point of quality control to prevent defects from reaching the customer. This includes meticulously reviewing processed documents and digital uploads for 100% accuracy before the information is made available to the customer. You will identify any errors, omissions, or discrepancies. Your proactive approach extends across all stages of the document processing workflow.
• Rely on data and rigorous analysis to prevent future defects and drive continuous improvement.
• Lead formal RCA investigations for quality defects using Lean Six Sigma best practices, such as Poka-Yoke, to move beyond symptoms and implement long-term process improvements.
• Maintain a comprehensive, real-time dashboard to track key performance indicators (KPIs), providing visibility into operational health. You will track these key quality metrics, including defect rates, processing times, and a breakdown of common errors.
• Complete process audits by the end of each week to ensure efficient queue management and adherence to standardized procedures. You will also establish a formal process for monitoring "failed" queues to prevent lost documents. You will use your analysis to provide constructive feedback to the operational team and inform management decisions.
• Help to develop and refine quality control checklists, standard operating procedures (SOPs), and training materials related to quality. You will also maintain accurate and detailed records of all quality checks, findings, and corrective actions taken. All activities must be performed in strict accordance with company SOPs, service level agreements (SLAs), and regulatory requirements.
• Assist in training new and existing team members on quality standards and best practices. You will also serve as a subject matter expert on all quality protocols related to the mail processing workflow. You will be involved in feedback loops with engineering and other teams to advocate for necessary system improvements based on quality defects.
• Extend the quality framework to our network partners by implementing a formal process with regular audits and clear metrics to ensure adherence to mail handling and quality standards.

Foundational Expectations :

You have :

LegalZoom is a remote-first company and the national range for this role is ($54,000 - $86,400). Actual compensation offered will depend on several factors including but not limited to : geographic location, work experience, education, skill level, and / or other business and organizational needs. In addition, an annual bonus, incentive bonus and / or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

Medical, Dental, Vision Insurance

401k, With Matching Contributions

Paid Time Off

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Short-Term / Long-Term Disability Insurance

Plus other wellness benefits to include :

Fertility

Mental Health

One Medical

Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program.