Senior Manager, Quality Assurance – Process Architecture and Redesign

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Develop and oversee the complete process architecture for Client Legal Services.

• Manage the inventory of processes and establish an ownership model.

• Set enterprise-wide standards for process documentation.

• Drive the redesign of the operating model, streamline processes, and eliminate non-value-added activities.

• Lead the quality assurance and quality control framework for Client Legal Services, including testing, file reviews, reinspection, calibration, and audit routines.

• Analyze test results and communicate findings, trends, risks, and opportunities for improvement.

• Mitigate operational risks while seeking cost savings through quality testing, controls, and escalation pathways.

• Spearhead process redesign initiatives to enhance workflow consistency, service delivery, quality outcomes, cycle times, operational efficiency, and customer experience.

• Assess workflows, procedures, controls, handoffs, and role accountabilities.

• Facilitate future-state design sessions with attorneys, support staff, leadership, Legal Operations, ATS, Claims, and other stakeholders.

• Create and support the implementation of standard operating procedures, quality controls, process documentation, training materials, and governance routines.

• Collaborate with project and portfolio management teams to prioritize, sequence, implement, and measure redesign efforts.

• Develop quality metrics, operational scorecards, dashboards, and performance reporting processes.

• Identify systemic issues and propose practical improvement plans based on data, file review findings, calibration results, stakeholder feedback, and operational trends.

• Create executive-ready summaries detailing quality findings, root causes, recommended actions, risks, and projected operational impacts.

• Evaluate the effectiveness of quality assurance programs, process redesign initiatives, corrective actions, and operational enhancements.

• Provide input into service level agreements, vendor negotiations, statements of work, and RFP development when applicable.

• Lead, coach, mentor, and develop both employees and managers.

• Establish expectations for quality, accountability, stakeholder collaboration, legal judgment, operational discipline, and practical problem-solving.

• Act as a licensed attorney leader and trusted advisor to Client Legal Services Legal Operations.

⛳️ Requirements

• Juris Doctor degree is required.

• An active law license in good standing is required.

• A minimum of 10 years of experience in legal practice, claims legal services, legal operations, quality assurance, process redesign, audit, operational excellence, or related fields is necessary.

• Candidates must consent to a background investigation.

• Reliable internet connection with at least 50 MB download and 5 MB upload speeds is required.

• A dedicated, private workspace that is free from distractions, equipped with suitable desk and seating, is necessary.

• Allstate typically does not sponsor individuals for employment-based visas for this role.

🏝️ Benefits

• Comprehensive technology package, including a laptop, monitors, headset, keyboard, and mouse.

• Monthly reimbursement for connectivity to help offset internet expenses.

• Opportunities to support causes that are meaningful to you.

• Professional growth and development opportunities available.