The Opportunity: Join TopDog Law and Build Something Meaningful
This role is an opportunity to:
- Join a rapidly growing national firm at a formative stage
- Make a visible, measurable impact on a rapidly growing business
- Grow your skills, responsibility, and influence as the firm scales
- Work alongside high-caliber, mission-driven teammates who care deeply about doing great work
We are looking for people who don’t just want a job, they want purpose and impact.
Job Overview
The 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 Do
In 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 standards
- Deliver structured, actionable feedback to intake specialists through 1:1 coaching sessions, with a focus on improving performance, consistency, and call quality
- Partner closely with intake supervisors to identify performance trends and support individual and team development through targeted coaching and follow-up
- Monitor and evaluate intake specialist performance using QA results and key operational metrics, helping to reinforce accountability and continuous improvement
- Identify recurring error patterns and operational issues, determine root causes, and recommend practical solutions to improve outcomes
- Design, maintain, and continuously improve QA processes, including audit frameworks, evaluation criteria, and quality standards
- Support onboarding and training of new intake staff by providing guidance on QA expectations, best practices, and performance standards
- Collaborate with cross-functional teams (e.g., intake leadership, operations) to address workflow inefficiencies and enhance overall intake performance
- Maintain and manage QA workflows and systems within Salesforce (or similar platforms), including error tracking and audit documentation
- Build 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 decisions
- Contribute to the development and documentation of SOPs and QA guidelines to support consistency and scalability of p