Job Overview
The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and improving the overall quality of potential client interactions and data accuracy across operations. This role ensures adherence to company standards, regulatory requirements, and best practices by conducting audits, delivering actionable feedback, and driving continuous improvement initiatives. The QA Analyst partners closely with Intake (agents & supervisors), training, and leadership to enhance performance, consistency, and overall client experience.
What You’ll Do
In this role, you will be responsible for:
- Conduct regular quality assurance audits of intake calls and CRM records to ensure accuracy, compliance, and adherence to qualification standards
- Deliver structured, actionable feedback to intake specialists through 1:1 coaching sessions, with a focus on improving performance, consistency, and call quality
- Partner closely with intake supervisors to identify performance trends and support individual and team development through targeted coaching and follow-up
- Monitor and evaluate intake specialist performance using QA results and key operational metrics, helping to reinforce accountability and continuous improvement
- Identify recurring error patterns and operational issues, determine root causes, and recommend practical solutions to improve outcomes
- Design, maintain, and continuously improve QA processes, including audit frameworks, evaluation criteria, and quality standards
- Support onboarding and training of new intake staff by providing guidance on QA expectations, best practices, and performance standards
- Collaborate with cross-functional teams (e.g., intake leadership, operations) to address workflow inefficiencies and enhance overall intake performance
- Maintain and manage QA workflows and systems within Salesforce (or similar platforms), including error tracking and audit documentation
- Build and maintain reports and dashboards to track QA outcomes and intake performance metrics (e.g., conversion rates, error rates, lead quality)
- Analyze performance data to identify trends, surface insights, and inform coaching and operational decisions
- Contribute to the development and documentation of SOPs and QA guidelines to support consistency and scalability of processes
- Ensure a high standard of lead quality by reinforcing best practices and aligning intake activities with business and partner expectations
- Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks
At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work.
How This Role Drives the Business
QA Analyst plays a critical role in protecting client trust, maximizing case intake quality, and supporting revenue growth. By ensuring calls are handled with professionalism, empathy, and adherence to legal intake standards, this role directly impacts client conversion rates and case viability. Accurate data capture ensures attorneys receive complete and reliable information, reducing delays and rework. Through coaching and calibration, the QA Analyst elevates agent performance, leading to more consistent client experiences and a stronger brand reputation. Additionally, insights from QA audits help leadership identify operational inefficiencies, mitigate compliance risks, and refine intake strategies that ultimately drive higher-quality case acquisition and improved business outcomes.
This role is critical to our success because it:
- Directly impacts [clients / revenue / case outcomes / team efficiency]
- Supports speed, quality, and consistency as we scale
- Helps protect and elevate the TopDog Law brand and client experience
- Strengthens the foundation needed to grow responsibly and sustainably
What Success Looks Like
Within your first 6–12 months, success in this role looks like:
- You consistently deliver on commitments with minimal oversight
- You proactively identify issues and propose solutions
- Your work raises the bar for quality, clarity, and follow-through
- You are viewed as a reliable, trusted partner by teammates and leaders
- You contribute positively to team energy, morale, and momentum
Qualifications
Required:
- Strong coaching and communication skills, with the ability to deliver clear, direct, and constructive feedback in a 1:1 setting
- Ability to build rapport quickly and work effectively with individuals at different performance levels, supporting both development and accountability
- Demonstrated critical thinking and problem-solving skills, with the ability to identify patterns, diagnose root causes, and recommend practical solutions
- Comfortable working with performance data and using metrics to inform coaching, track progress, and support decision-making
- High attention to detail and a strong commitment to accuracy, consistency, and quality standards
- Ability to manage multiple priorities and workflows in a fast-paced, high-volume environment
- Proactive and self-directed, with the ability to take ownership of responsibilities and drive improvements independently
- Strong organizational skills, with the ability to document processes, maintain records, and ensure consistency across QA activities
- Comfortable collaborating cross-functionally with managers and operations teams to improve processes and outcomes
- Adaptable and open to change, with the ability to operate effectively in evolving systems and processes
Nice to have:
- Experience in a QA role or a related field
- Experience leading calibration sessions and QA initiatives
- Knowledge of performance management methodologies
- Ability to interpret data and translate insights into actionable recommendations
Key Competencies:
- Critical thinking and problem-solving
- Collaboration and teamwork
- Adaptability and a continuous learning mindset
- Accountability and professionalism
About TopDog Law
TopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve.
We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we’re assembling the team that will take it to the next level.
If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you’ll feel right at home here.
Our Story
TopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike.
Over the past three years, we’ve grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what’s possible when strategy, speed, and execution align. Now, we’re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate.
We are intentionally building the infrastructure, systems, and teams needed to scale at a national level—without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come.
Who Thrives Here
We don’t hire based on resumes alone. We hire for competence, character, and mindset.
You will thrive at TopDog Law if you:
Embrace Change
- You have a growth mindset and seek continuous improvement
- You welcome feedback and adapt quickly
- You ask “What’s next?” rather than “That’s not my job”
Are Committed to the Organization
- You care deeply about doing great work
- You have your teammates’ backs
- You’re here to build something meaningful and long-lasting
Bring an Upbeat, No-Ego Energy
- You show up positive, professional, and solutions-oriented
- You enjoy the work and respect the people around you
- You leave drama, negativity, and ego at the door
Take Ownership
- You do what you say you’ll do
- You follow through and communicate early when something’s off track
- You treat the business like it’s yours
Fast & Hungry
- You move with urgency and sound judgment
- You prioritize progress over perfection
- You thrive in fast-paced, high-expectation environments
- You seek feedback, stretch assignments, and more responsibility
- You’re motivated by growth, impact, and building something bigger than yourself
Why TopDog Law
- Real growth: As the firm grows, so do opportunities for advancement and leadership
- High standards, real support: Clear expectations, coaching, and accountability
- Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity
- Meaningful work: Helping people through some of the hardest moments of their lives
Ready to Build With Us?
If you’re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we’d love to hear from you.
Apply today and help shape the future of TopDog Law.