System Quality Control Analyst

Job Summary:

Reporting to the Manager – Systems Analyst or Designee, the Quality Support Specialist is responsible for ensuring processes meet established quality standard through internal audits, reporting, testing and data analysis within our Collection Legal Software System (CLS) and Cogent. The System Quality Control Analyst also manages ITS exceptions and escalates concerns for resolution. A System Quality Control Analyst is an important role within a dynamic, fast-paced team that is integral to the success of all legal actions within a multi-state law firm.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary. 

• Conduct regular audits of workflows, imports, exports, coding and reporting for accuracy
• Collect and analyze data to identify trends, areas for improvement and potential defects in processes
• Develop and implement quality control procedures and guidelines to ensure expected results
• Collaborating with multiple departments on process developments.
• Timely response and execution of requests from the user community
• Responsible for accurately working, updating and managing workload in ticketing system
• Troubleshooting and researching process deficiencies and implementing solutions quickly
• Assist in responding to ad hoc audit remediation requests and deliverables
• Assist in creating standard operating procedures and documenting processes
• Other responsibilities as assigned.

Required Skills/Abilities: 

• Ability to design, create and document processes within software system based on parameters outlined by attorneys and legal operation employees.
• Ability to quickly identify and resolve quality issues as they arise
• Possess technical knowledge and skills to understand and implement appropriate solutions
• Must be a self-starter, work independently and act accordingly work with minimal supervision

Education and Experience:

• High school diploma or equivalent
• Three to five years of experience in conditional coding, workflow or Business Analyst role.
• Familiarity with Word, Excel and SharePoint. Prior experience in managing and organizing tickets and projects. 
• Prior experience with collection management system (CLS) and/or Cogent preferred 

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Frequently required to talk or hear, and use hand to type, handle, or touch objects.
• Regularly required to stand and walk, and may be required to stoop, bend, or reach above the shoulders.
• Must be able to occasionally lift up to 25 pounds at times.
• Must be able to access and navigate each department at the organization’s facilities

Work Environment:

The position is primarily in office

Schedule:

Standard business hours, Monday Through Friday with occasional evening and weekends during implementations.