Quality Manager

Fulfillment United States


Description

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their businesses, care for their families, protect their ideas, and more. From Estate Planning, to Business Formations to IP, we’ve helped to provide millions of customers the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!

Overview

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So we started a movement to make legal help available to all.

As our Fulfillment Quality Manager, you will have an impact on the products and services we deliver to our customers and how the Fulfillment organization operates in general.  You will be responsible for quality policies, procedures, processes, programs, and practices in helping LegalZoom deliver world-class quality in our legal products and service which will improve Customer Satisfaction and Quality performance.


You will

  • (Re)Design, build and operate the Fulfillment Quality Program.
  • Develop, implement, and manage quality processes to ensure products meet required specifications for quality and reliability prior to delivery.
  • Identifies and sets appropriate quality standards and parameters for products.
  • Establish a structured process for identifying quality issues, gaps, and opportunities.
  • Provide quantitative and qualitative data to Fulfillment Operations leadership on production activities to drive alignment, efficiencies, process, and quality improvements. Develop data-driven and compelling narratives that enable and power quality-related decision-making. 
  • Partner with internal 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.
  • Manage quality-related goals, SLA’s, quality measurements, and KPIs.
  • 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 Instructional Design and Training 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.
  • Provide analytical support for special projects, as needed.

Skills and Experience

  • Strong understanding of Quality Standards and how quality, compliance, and process improvement impact the productivity and quality of LegalZoom Products and Services.
  • Analytical and critical thinking skills with experience in effective root cause analysis
  • Ability to understand, compile and improve established policies and procedures through collaboration with direct and cross-functional teams
  • Effectively multi-task and manage complex, multi-divisional projects
  • Good communication skills with the ability in communicating at all levels of the organization and with partners
  • Plan, organize, and execute plans in a timely manner
  • Meet aggressive deadlines
  • Experience in project management, process optimization, and digital marketing.
  • Familiarity with fulfillment center service channels, products, metrics, and technologies
  • Demonstrate skills in effective communication through the exchange of information and ideas in ways that promote mutual understanding and effective decision-making
  • Respond readily to changes in the industry, environment, or organization and take constructive steps to address them
  • 5+ years of experience required in Quality Management
  • Strong self-motivation and ability to work independently.
  • Follow up and organizational and prioritization skills
  • Bachelor's degree or equivalent practical experience.

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.