Senior Quality Manager

Description

About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.

As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.

With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.

Remote-first

Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.

At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.

This position will be remote.

Overview

LegalZoom is looking for an experienced, motivated and process oriented Sr. Quality Manager to join our Platform Operations team. The Sr. Quality Manager will be responsible for leading projects and efforts that focus on maintaining a high standard of quality across the board for our Virtual Mail and Registered Agent teams. Developing, monitoring and taking action based on Quality Key Performance Indicators will play a vital role in the success of this position and the overall Quality that our internal operations teams and external customers experience on a daily basis. This role will require the ability to work cross functionally, across multiple organizations, to implement quick and accurate solutions throughout the life cycle of our services.

You will

• Work closely with the Compliance and Operations teams to develop and design Quality processes that ensure first pass quality from top to bottom.
• Identify, monitor and utilize key Quality metrics to provide a high level of impact to internal and external customers.
• Foster a culture that focuses on providing a high level of quality to every aspect of the business.
• Develop, implement, manage and audit quality processes to ensure services and sites meet required quality and reliability delivery standards.
• Align closely with our Customer Success team in order to continuously strive to improve our customer experience.
• Identify and set appropriate quality standards and parameters for services.
• Establish a structured process for identifying quality issues, gaps, and opportunities.
• Provide quantitative and qualitative data to Operations leadership on production and site activities to drive alignment, efficiencies, process, and quality improvements.
• Develop data driven narratives that enable quality related decision making.
• Partner with internal and external partners to develop action plans to reduce errors, improve quality, performance, and drive continuous improvement.
• Manage the day-to-day monitoring, identification, response, and resolution processes related to the Quality Program scope.
• Facilitate regular quality review meetings to guide quality and compliance improvements.
• Inform and influence strategic and tactical actions across relevant cross functional teams to ensure quality and compliance requirements are met.
• Partner with our Process and Standards Analyst to develop supplemental training and / or modifications to existing content as needed.
• Identify platforms (technology) and processes that would support the continuous improvement of agent effectiveness and the customer experience.
• Lead and provide support to various Quality focused projects across the business.
  
  

You have

• Experience developing, implementing and maintaining a Quality system within a service oriented environment.
• Experience identifying Key Performance Indicators (KPIs) and using those KPIs to determine priority
• The ability to quickly and effectively communicate with both internal and external customers as needed
• Willingness to travel up to 25% of the time as needed to implement projects across the business
• +3 years of leadership experience
• +5 years experience within a Quality Management role
• A continuous improvement mindset (DMAIC, Lean, Six Sigma)
• A bachelor's degree or equivalent experience
  
  

LegalZoom is a remote-first company and the national range for this role is ($121,500 - $157,500). 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.