Quality Monitoring Analyst II

• Design, implement, and continuously refine quality monitoring programs, scorecards, and evaluation criteria for calls, chats, and emails
• Monitor and evaluate intake staff interactions (live and recorded) for compliance, accuracy, tone, and adherence to scripts/policies
• Calibrate scoring standards to ensure consistent, unbiased evaluations for both Intake Specialists and Intake Case Investigators
• Track and report on quality KPIs to the Intake Leadership Team
• Identify trends, root causes of performance gaps, and recurring customer pain points from QA data
• Partner with the training teams and Intake Leadership to develop coaching plans and targeted training based on QA findings
• Provide direct feedback and coaching to employees and team leads on performance improvement
• Ensure adherence to regulatory, legal, and company compliance standards
• Maintain and update QA documentation, forms, and evaluation tools
• Present quality performance reports and improvement recommendations to senior management
• Investigate escalated complaints or disputed QA scores
• Recommend and help implement process improvements to boost overall customer experience

• Bachelor’s degree in business, communications, or related field (or equivalent work experience)
• 3+ years of experience in a call center environment, including prior QA or team lead experience
• Knowledge of call center metrics
• Familiarity with QA software and speech analytics tools
• Excellent verbal and written communication skills
• The ability to interpret data and identify trends
• Proven coaching and people-development skills
• Ability to calibrate and maintain objectivity/consistency in evaluations
• Proficiency in Microsoft Excel and reporting/dashboard tools
• Strong organizational skills and attention to detail
• Experience with training program development is a plus
• Law firm or call center experience is a huge plus

· Compensation range $56,000-$69,000 DOE

· Company paid Employee Medical and Dental Insurance

· Vision Insurance

· Company paid Employee Long Term Disability, Term Life, AD&D

· Short Term Disability

· Cafeteria Plan including Dependent Care FSA, Parking FSA, Commuter FSA and HSA

· Additional Voluntary Individual and Family Term Life, AD&D, Colorado Residents: In any material you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing information.

Bachus & Schanker participates in the E-Verify Program to confirm authorization to work in the United States.

Pay: $56,000.00 - $69,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Vision insurance

At Bachus & Schanker, we exist to level the playing field between accident victims and large insurance companies. Every call our intake team takes is a chance to turn someone’s worst day into the moment they found an advocate - and we’re looking for a Quality Monitoring Analyst II who will make sure that promise holds true, call after call.

In this role, you’ll evaluate a high volume of intake calls for quality and compassion, identify coaching opportunities, and shape training recommendations that sharpen how our team serves clients. If you have a sharp eye for detail and a genuine commitment to superior, compassionate customer service, this is your chance to directly shape the client experience at a firm built on fighting for people, not insurance companies.

While our core practice is personal injury, we also handle medical malpractice, mass tort, sexual assault and employment cases - meaning the calls you evaluate matter to real people navigating some of the hardest moments of their lives.

This position is located in our Aurora office and reports to the Director of Intake Operations.

The Colorado community is important to us. We focus on making our community a safer place, and we give back through our Cares Foundation. We are committed to using our knowledge, innovation and resources to achieve justice for our clients! You will learn and gain valuable experience in a variety of professional disciplines - the law, medicine, insurance and business practices.