Call Quality & Client Experience Specialist

Overview

At Nyman Turkish, we pride ourselves on being anationally recognized“full-service” law firm specializing in California Workers’ Compensation and Social Security Disability. Led by civil rights experts and Partners Jason Turkish, Jessica Turkish, Melissa Nyman, Spencer Nyman, and California Workers’ Compensation Chair Brant Bruner,we’vehelped thousands of claimants recover tens of millions in benefits.

Nyman Turkish offers unmatched representation for individuals with workplace injuries and disabilities. Our structure and workflows allow us to provide clients with personalized and efficient “boutique”representation at every step of the process.

As a Call Quality & Client Experience Specialist at Nyman Turkish PC, you’ll play a key role in ensuring exceptional client experiences and operational excellence. This position involves call grading, case auditing, and collaboration with leadership to improve team performance and training.

• Call Grading: Review client calls for quality and provide constructive feedback to enhance communication and service.
• Client Contact & Dispute Resolution: Conduct daily calls to assist with dispute resolution and maintain strong client relationships (25–50% of your day on calls).
• Case Auditing: Audit case files for accuracy and compliance; report findings and recommend improvements.
• Team
  
  Collaboration:
  
  Share audit results and case updates with leadership and team members to ensure smooth workflows.
• Performance & Training: Monitor team metrics, analyze call trends, recommend training, and assist in updating training materials.

• Bachelor’s degree preferred.
• QA experience preferred (including call auditing and dispute resolution).
• Strong organizational and project management skills.
• Excellent written and verbal communication skills.
• Experience in a call center environment and handling escalated calls.
• Salesforce experience preferred but not required.

• Hourly Rate: $25–$28/hour

• Excellent work environment with upward mobility to promote within the firm
• Comprehensive benefits package: medical, dental, life, disability.
• 401(k) with 6% employer match.
• Paid holidays, PTO, sick time, and more.

Nyman Turkish is proud to be an Equal Opportunity Employer. We encourage applicants of all backgrounds, including but not limited to race, religion, color, national origin, sex, age, disability, and any other protected characteristic, to apply.