Senior Manager of Personal Injury Training & QA

Purpose:

Keller Postman seeks a Senior Manager of Personal Injury Training & Quality Assurance to lead the design, delivery, and oversight of training programs and quality assurance processes across our Personal Injury intake, case management, and litigation support functions. This role is pivotal to ensuring that all teams—both existing and newly acquired—provide consistent, accurate, and client-centered service while adhering to firm standards and legal requirements.

The Sr. Manager will drive training strategy, establish and monitor quality metrics, manage a team of trainers and QA analysts, and collaborate closely with attorneys and operational leadership. This role also plays a critical part in integrating newly acquired Personal Injury firms into Keller Postman’s operations, ensuring that all employees across offices are trained to the same high standards and that quality assurance programs remain consistent across the organization.

This is a hybrid position based in our Lake Mary, Florida, office with three days per week in the office and two days remote. The compensation range for this position, depending on experience, is an annual base salary of $120,000 to $150,000 per year, plus a discretionary bonus and benefits.

Essential Functions:

Training & Development

• Design and implement training programs for Personal Injury intake agents, case managers, and litigation support staff, ensuring consistent application across all offices and affiliates.
• Develop and maintain training content, playbooks, and job aids tailored to Personal Injury-specific workflows and client communications.
• Deliver onboarding for new hires and continuing education for tenured employees, adapting materials to reflect evolving Personal Injury practices.
• Conduct learning needs assessments to identify performance gaps and implement targeted training solutions.
• Develop and administer knowledge assessments to ensure trainees are fully prepared to transition into production roles.
• Leverage learning management systems and knowledge-sharing platforms to track progress and maintain training libraries.
• Travel to newly acquired Personal Injury firms to assess training needs, deliver programs, and ensure seamless integration into Keller Postman’s processes and standards.

Quality Assurance

• Oversee QA programs across Personal Injury intake, case management, and legal support teams, including monitoring client calls, case file accuracy, and workflow compliance.
• Develop QA scorecards, reporting mechanisms, and KPIs to measure performance against firm standards and client service expectations.
• Conduct regular audits and provide structured feedback and coaching to staff, including employees transitioning from acquired firms.
• Partner with leadership to implement process improvements that enhance efficiency, accuracy, and client satisfaction.
• Ensure QA processes remain aligned across all Personal Injury teams, fostering consistency across multiple offices and newly integrated firms.

Leadership & Integration

• Lead a team of trainers, QA analysts, and specialists, providing guidance, coaching, and professional development.
• Build and maintain effective communications (e.g., intranet updates, newsletters, knowledge base entries) to ensure staff awareness of training and quality resources.
• Serve as a key partner to attorneys, case managers, and intake leadership in establishing consistent standards and practices across all Personal Injury operations.
• Play a central role in post-acquisition integration efforts, ensuring that staff from newly acquired Personal Injury firms adopt Keller Postman’s workflows, technology platforms, and service standards.
• Provide leadership with insights and recommendations based on QA findings and training outcomes, directly influencing operational strategy and firm-wide improvements.

Required Skills and Abilities:

• Excellent verbal, written, and interpersonal communication skills.
• Strong presentation and facilitation skills; ability to engage diverse learning styles.
• Demonstrated experience leading teams and managing direct reports.
• Experience integrating new teams or firms into standardized training and QA frameworks strongly preferred.
• Strong analytical skills, with the ability to translate QA data into actionable insights.
• Proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel) and knowledge-sharing tools (e.g., SharePoint, Dropbox).
• Adept with a variety of training and QA platforms, including LMS and call monitoring systems.

Education/Experience:

• 5+ years of related training and/or QA experience in a professional services or legal environment required; Personal Injury or mass tort experience strongly preferred.
• Experience in multi-office environments or acquisition/integration contexts strongly preferred.
• Bachelor’s degree preferred; associate degree required.