Sr Manager of Training & QA

Senior Manager Of Training & Quality Assurance

LaSalle Network is hiring on behalf of a leading national law firm, seeking a Senior Manager of Training & Quality Assurance to oversee the development, delivery, and performance of training and quality programs across its customer service operations. This includes intake, case management, and litigation support functions.

The Senior Manager of Training & Quality Assurance will shape the overall training strategy, define and monitor quality metrics, lead a team of trainers and QA professionals, and collaborate with attorneys and senior leadership to uphold operational excellence across all locations.

Key Responsibilities :

• Design, implement, and sustain comprehensive training programs for Personal Injury intake, case management, and litigation support teams.
• Create and maintain training content, playbooks, and job aids tailored to specific workflows, systems, and client interactions.
• Lead onboarding for new hires and develop continuing education programs for tenured employees, ensuring materials reflect evolving industry and legal practices.
• Conduct learning needs assessments to identify gaps and deploy targeted learning solutions.
• Administer knowledge checks and certifications to validate training effectiveness.
• Utilize learning management systems (LMS) and digital knowledge platforms to track learning outcomes and maintain resource libraries.
• Travel as needed to newly acquired firms to assess training needs, deliver programs, and facilitate smooth operational transitions.
• Oversee quality control programs across all Personal Injury teams, including call monitoring, file reviews, and compliance checks.
• Develop and maintain QA scorecards, reports, and KPIs to evaluate performance against service and compliance benchmarks.
• Collaborate with firm leadership to identify process improvements that enhance accuracy, efficiency, and client satisfaction.
• Ensure QA standards remain consistent across all offices and newly integrated teams.
• Manage and mentor a team of trainers, QA analysts, and specialists, promoting accountability and professional growth.
• Partner with attorneys, case managers, and intake leadership to align on performance standards and service expectations.
• Serve as a key leader in post-acquisition integration, ensuring new staff adopt firm processes, technology, and client service practices.
• Analyze QA results and training data to provide actionable insights and recommend improvements to leadership.

Qualifications :

This is a hybrid position based in 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.