Senior Manager of Personal Injury Training & QA

Senior Manager Of Personal Injury Training & Qa

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 teamsboth existing and newly acquiredprovide 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

Leadership & Integration

Required Skills And Abilities

Education / Experience