Quality Control Manager

Overview We are seeking a dedicated Quality Control Manager to join our team. The ideal candidate will be responsible for overseeing and ensuring the quality of products and services meet the required standards. Key Responsibilities: Manage and oversee the entire settlement process for multiple cases, ensuring timely and accurate resolutions. Assigns staff duties and resources, develops and reviews frameworks for customer service recovery, and on billing and settlement matters. Collaborate with attorneys to develop and implement effective settlement strategies. Review and analyze settlement agreements and related documentation for accuracy and compliance. Coordinate communication between clients, insurance companies, and other parties involved in the settlement process. Negotiate settlement terms and conditions on behalf of clients, advocating for their best interests. Maintain detailed records of all settlements and ensure proper documentation is filed. Provide training and support to junior staff and assist in their professional development. Monitor and report on settlement progress and outcomes to management and relevant stakeholders. Stay current on legal trends and changes in settlement processes to ensure compliance and best practices. Reviews financial and customer reports to establish process improvements and drive service quality process flows. Strives to achieve operational excellence, high customer service satisfaction, and effective settlement of billing issues. · Develop billing and settlement framework to manage cases and within Service Level Agreements (SLAs). · Develop plans to mitigate risks with different approaches of business process change. · Develop settlement recovery frameworks to minimize possible gaps in customer service delivery. · Drive settlements processes. · Establish business process changes · Develop and implement quality control processes · Conduct regular audits to identify areas for improvement · Establish methods to improve the timeliness of billing and settlement with customers. · Forecast customers’ needs to improve customer service relationships and experience. · Identify key improvement measures in operations based on customers' feedback. · Review business processes and improvement solutions to enhance operations. · Review customer and financial reports. · Review the organization’s framework for waiver of charges. Qualifications: Bachelor’s degree in a related field; Lemon Law experience (preferred) Minimum of 5 years of experience in a settlement or legal management role, preferably within a lemon law firm. Strong understanding of legal terminology and settlement processes. Excellent negotiation, communication, and interpersonal skills. Proficient in legal research and case management software. Ability to work independently and manage multiple priorities effectively. Is a decisive, communicative and well-organized team leader, who manages customer needs and team resources effectively. Proficient in HACCP principles Strong knowledge of quality assurance practices Experience in project management related to quality control Familiarity with QA/QC methodologies Ability to analyze data and identify trends for process improvement Excellent communication and interpersonal skills What We Offer: Competitive salary and benefits package. Opportunities for professional development and advancement. A collaborative and supportive work environment. How to Apply: Interested candidates should submit their resume and a cover letter outlining their relevant experience to Gabriela Garcia at ggarcia@quillarrowlaw.com. Job Type: Full-time Pay: $100,000.00 - $130,000.00 per year Benefits: 401(k) matching Dental insurance Health insurance Paid time off Referral program Vision insurance Schedule: 10 hour shift 8 hour shift Day shift Evening shift Overtime Ability to Relocate: Los Angeles, CA 90024: Relocate before starting work (Required) Work Location: In person