Quality Assurance Specialist

About Us:

Honest Immigration is a leading legal services firm dedicated to providing comprehensive support to individuals seeking immigration relief, including victims of human trafficking and domestic violence. Our team of experienced professionals is committed to upholding the highest standards of legal advocacy and client support.

Position Overview:

We are looking for a detail-oriented and proactive Quality Specialist to oversee the quality and compliance of internal processes within different teams. Reporting to the Quality Assurance Coordinator, this role ensures that workflows meet company standards, compliance guidelines, and operational excellence goals. The ideal candidate will have a strong analytical mindset, experience in quality assurance, and the ability to provide constructive feedback to drive continuous improvement.

Key Responsibilities:

1. Quality Audits & Compliance
   • Conduct regular audits to ensure compliance with legal requirements, company standards, and client expectations.
   • Review work across multiple sub-teams to identify gaps, inconsistencies, or errors.
   • Develop and enforce quality assurance protocols and performance metrics to maintain high standards of accuracy and consistency.
2. Process Improvement & Coaching
   • Collaborate closely with team leaders to identify discrepancies, address errors, and implement corrective actions.
   • Provide one-on-one coaching and feedback to team members, ensuring adherence to quality standards and established procedures.
   • Track and report on audit findings, quality metrics, and compliance issues, providing insights for leadership to support data-driven decisions.
   • Identify trends and areas for improvement, proactively suggesting process refinements to enhance efficiency.
3. Performance Monitoring & Training
   • Monitor team performance, identifying patterns of non-compliance or inconsistencies in work output.
   • Work with the training team to develop targeted improvement plans and provide additional training when needed.
   • Support team members with guidance on best practices to improve overall case processing quality.

Qualifications:

1. Bachelor's degree in a relevant field; certification in quality management or auditing is a plus.
2. Minimum 3 years of experience in quality assurance, auditing, or compliance-focused roles.
3. Strong analytical and problem-solving skills, with a keen eye for detail and accuracy.
4. Proven experience in implementing quality protocols and driving process improvements.
5. Excellent communication skills for delivering constructive feedback and collaborating with cross-functional teams.
6. Proficiency in Microsoft Office and Google Workspace.
7. Bilingual in English and Spanish (Native level proficiency).