Quality Control Specialist

Job Description Job Description Jarvis Law Office, P.C. | Hybrid – Dublin or Lancaster, Ohio (with travel to all offices) | Full-Time | Exempt (Salary) Help Us Deliver Consistent, Quality Service to Every Client For more than 20 years, Jarvis Law Office, P.C. has helped Ohio families protect what matters most through estate planning, elder law, and long-term care planning. We are looking for a detail-driven Quality Control Specialist to help make sure every client file, document, and process meets our high standards. In this role, you will audit client matters, documents, and workflows across our offices to catch errors, omissions, and process gaps before they affect a client, deadline, or legal matter. You will share what you find, track trends, and work with leadership to strengthen training, improve processes, and build accountability across the firm. You will also take part in special projects focused on process improvement. You will report to the Director of Client Operations. What You Will Do Quality Control & File Review (about 80% of your time) Review client files at key stages for completeness, accuracy, and compliance with firm checklists and document standards. Audit matter steps and tasks in ActionStep to confirm they are assigned, completed on time, documented, and closed correctly. Review documents for required signatures, initials, dates, notarizations, witnesses, and attorney approvals. Audit document scanning, naming, saving, and filing practices, as well as confidentiality and information-handling procedures. Review client care processes to confirm communications, follow-ups, scheduling, and handoffs are completed and documented. Confirm deadlines, statutes of limitations, and filing dates are properly calendared and tracked. Route errors and omissions to the responsible Legal Assistant, Paralegal, or attorney for timely correction, and escalate significant concerns right away. Conduct targeted audits, post-implementation audits after process or technology changes, and follow-up audits after corrective action or retraining. Maintain quality control logs and trackers, and report quality trends, common errors, and improvement recommendations to firm leadership. Help train new team members on firm quality standards, checklists, and file requirements. Projects (about 20% of your time) Take part in special projects related to process improvement, document standardization, technology implementation, and compliance. Develop, update, and maintain quality control checklists, templates, and standard operating procedures. Support cross-departmental initiatives involving legal support, client services, and firm operations. Please note: This is a non-attorney role. The Quality Control Specialist flags issues for correction but does not provide legal advice to clients. What You Bring High school diploma or equivalent required; associate or bachelor's degree, or paralegal certificate, preferred. At least 5 years of customer service experience. At least 2 years of experience in a quality control or compliance-focused role, preferred. Strong attention to detail and analytical skills, with the ability to spot errors and inconsistencies in legal documents. Experience with case or practice management software (ActionStep a plus) and Microsoft Office. Excellent written and verbal communication skills, with the ability to give clear, constructive feedback. Experience in estate planning, elder law, or trust and probate administration is a plus, but not required. A professional presence, a positive "can do" attitude, and strong empathy and listening skills. Strong organization and the ability to work independently and with team members across multiple offices. Why Join Jarvis Law Office Meaningful work: Help seniors and their families through some of life's most important decisions by making sure their files are handled with care. Real impact: Shape the quality standards, checklists, and processes used across the entire firm. Flexibility: Enjoy a hybrid schedule based in our Dublin or Lancaster office. A benefits package that supports you: We invest in the health, financial security, and professional growth of our team with a comprehensive benefits package that includes major medical, dental, and vision coverage; a 401(k) with employer match; and competitive paid time off. Jarvis Law Office, P.C. is an Equal Opportunity Employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.