Quality Assurance Specialist

About Us

Feller & Wendt is a rapidly growing, multi-state personal injury law firm committed to operational excellence, consistency, and delivering world-class client experiences. We are a mid-size Plaintiff’s Injury Law Firm with offices in Utah, Idaho, and Arizona, handling complex matters including catastrophic injury, wrongful death, premises liability, medical malpractice, and traumatic brain injuries.

Our attorneys are nationally recognized, serve as faculty for a leading trial institute, and regularly present across the country on advanced litigation topics. Behind this success is a strong foundation of systems, training, and accountability. As we continue to grow, we are expanding our Training Department to include a dedicated Quality Assurance Specialist to help protect the integrity of our processes and elevate performance firm-wide.

Position Overview

The Quality Assurance Specialist plays a critical role in maintaining firm-wide adherence to Standard Operating Procedures (SOPs), quantitative benchmarks, and workflow expectations. This role conducts regular audits, analyzes performance trends, and partners closely with the Training Department to deliver targeted coaching, retraining, and onboarding support.

This position directly impacts client outcomes, team performance, and firm growth. By ensuring consistency and quality across departments—including Intake, Pre-Suit, Litigation, Marketing, and Administration—you will help strengthen our reputation, improve efficiency, and foster a culture of clarity, accountability, and continuous improvement.

This role is ideal for someone who thrives in structured environments, values accuracy and consistency, and enjoys helping others grow through coaching and support.

Key Responsibilities

Quality Control & Auditing

• Conduct scheduled audits of case files, calls, documentation, emails, workflows, and task completion
• Evaluate accuracy, completeness, and compliance with SOPs, KPIs, and departmental standards
• Identify trends, recurring errors, and coaching opportunities across departments
• Apply scoring metrics and assist in refining firm-wide QA standards

Reporting & Analytics

• Prepare clear, actionable weekly, monthly, and quarterly QA reports
• Track individual and departmental performance over time to identify training gaps
• Present findings and recommendations to the Chief Training Officer and leadership
• Recommend process improvements and SOP updates based on audit results

Training & Re-Training

• Deliver targeted one-on-one and group coaching based on QA findings
• Collaborate with the Training Department on SOP updates, learning materials, and reinforcement strategies
• Support the development of micro-trainings and certification-based learning paths

Onboarding & Employee Support

• Assist with onboarding to ensure new hires understand SOPs, workflows, and expectations
• Track new-hire ramp-up progress and flag early intervention needs
• Serve as a go-to resource for process clarification and best practices

Cross-Departmental Collaboration

• Partner with department leaders to maintain quality and consistency
• Improve interdepartmental communication through QA insights and process mapping

Required Qualifications

• Experience in quality assurance, training, auditing, legal operations, or a related field
• Strong understanding of SOP-driven environments
• Exceptional attention to detail and analytical skills
• Clear, professional communication and coaching ability
• Ability to handle sensitive information with discretion and confidentiality
• Proficiency with spreadsheets, reporting tools, and legal case management systems (e.g., Filevine, Litify, Clio, or similar platforms)

Preferred Qualifications

• Prior experience in a personal injury or litigation law firm
• Experience auditing intake teams, call centers, or case workflows
• Experience developing training or curriculum materials
• Experience supporting remote or geographically distributed teams

Compensation & Benefits

Compensation

• Salary Range: $55,000 – $70,000 annually, depending on experience
• Performance-based bonus incentive opportunities available quarterly

Benefits

• We proudly offer a competitive benefits package designed to support both your professional growth and personal well-being. This includes comprehensive health, dental, and vision insurance, generous paid time off and paid holidays, and hybrid/remote work flexibility. You’ll have access to ongoing professional development and training opportunities, along with the unique chance to collaborate closely with an accomplished trial team and firm leadership. At Feller & Wendt, you’ll join a supportive, people-first culture that values continuous improvement, invests in its employees, and encourages long-term career growth.

Working Conditions

• Standard office environment with occasional extended hours during peak periods
• Regular use of computers, telephones, and office equipment
• Occasional travel between offices in Utah, Idaho, and Arizona

Success in This Role Looks Like

Success in this role means driving measurable improvements in quality scores across departments while reducing recurring errors and unnecessary rework. Your insights and reporting will equip leadership with clear, actionable data to guide decisions and strengthen operations. New hires will ramp up faster and more confidently because of your involvement in onboarding and early coaching. Most importantly, you’ll build strong, trusted relationships across the firm by approaching quality through partnership and coaching—helping teams succeed rather than simply policing compliance.

Why Join Feller & Wendt?

If you are detail-driven, process-oriented, and passionate about helping teams perform at their best, we invite you to apply. This role offers the opportunity to grow into senior QA, training leadership, or operational excellence roles as the firm continues to expand. If interested in the position please send your resume and cover letter to ashley@fellerwendt.com .

Please watch our Vision Hiring Video prior to applying: https://www.youtube.com/watch?v=E1R1lmiD_MM&feature=youtu.be

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Please watch our Vision Hiring Video prior to applying. https://www.youtube.com/watch?v=E1R1lmiD_MM&feature=youtu.be

Work Location: In person

Salary : $55,000 - $70,000