Senior Quality Manager

Description

About LegalZoom

LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.

As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world.

Where we work

In an effort to foster a better work-life balance, LegalZoom is committed to a remote-first work environment. Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.

This position is 100% remote and is not required to come into the office.

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.
• Occasional travel may be required as needed
  
  

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
• Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes.
  
  

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.