Quality Assurance Specialist

About the Company:

Meneses Law is an accomplished law firm with an outstanding track record of providing immigration services with the highest professional standards to our clients. We work with thousands of clients across the United States on Adjustment of Status, Visas, Petitions, Labor Certifications, Citizenships, Deportations, Waivers, DACA Renewals, and Asylum matters.

Our headquarters is based out of Houston, Texas and with the expansion to other major cities, our aim is to assist clients to achieve their objectives as placidly and efficiently as possible while minimizing the legal and regulatory risks. The law firm is built on its reputation of providing exceptional customer service delivery coupled with appropriate and

outstanding skills, fast turnaround, and the know-how expert of our legal team.

Job Summary:

The Quality Assurance (QA) Specialist is responsible for assessing the quality of the performance of Meneses Law customer service employees who deal with existing clients of the firm. The QA will monitor inbound and outbound calls to assess communication accuracy, Member service performance, and conformity to Meneses Law policies and procedures. The QA will help develop, create, and implement contact center quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall client experience.

Essential Functions/ Responsibilities:

• Performs call monitoring and provides trend data, quality reports, and feedback to Customer Service Manager.
• Participates in design of call monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Perform other duties as assigned.

Required Skills/ Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills, time management skills, and attention to detail.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Keen attention to detail.
• Proficient with technology and ability to learn our software systems.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and customer service skills.
• Ability to prioritize tasks to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite and MacOS systems.
• Self-motivated with excellent interpersonal skills.
• Friendly and strong commitment to customer service.
• Ability to work in a fast-paced environment.
• Able to type 45 WPM or more.
• Must be fluent in both English and Spanish.

Job Types: Full-time

Education and Experience:

• Bachelor’s degree in business or related field.
• At least 1-3 years of customer service experience.

Compensation:

Meneses Law believes in Work Life Balance. Operation hours are from 8 a.m. to 5 p.m. plus 2 Saturdays a month for certain positions.

Being hired by Meneses Law as a Quality Assurance Specialist means that you will have the opportunity to:

• Earn $23/hour
• Learn from top reps through our Training program
• Be part of a positive culture
• Earn individual and team incentives
• Start an incredible career

Benefits for Working at Meneses Law:

• High Associate Salaries
• Work with state-of-the-art technology
• Name Recognition & Prestige Immigration Law Firm
• Sophisticated, Challenging Work
• Structured Training Programs
• Meaningful Career Advancement Opportunities
• Excellent Benefits (Medical (80% ER contribution, Dental (No-Cost to employee), Vision, Life Insurance (Paid), 2 weeks of PTO, and 10 days of paid holidays)
• Work Life Balance Schedule
• Birthday and Anniversary rewards