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Client Development Audit Specialist

The Client Development Audit Specialists job is to audit calls from our Client Development Paralegals as well as Receptionists to ensure quality standards are being met.


  • Ensure adherence to quality standards;
  • Identify gaps and areas of opportunity for performance improvement, training effectiveness, process improvement and the achievement of Firm goals;
  • Coordinate the monitoring and auditing of Client Development Paralegal and Reception calls; to ensure consistent quality client experience;
  • Provide detailed coaching notes on all quality audits;
  • Report to management on concerns, quality scores, trends, best practices, and improvement opportunities;
  • Keep detailed record of quality scores; gather, prepare, and provide summary reports to management;
  • Identify trends and work to mitigate risk from agent errors and Client dissatisfaction;
  • Provide input and suggestions for training procedures and process improvement;
  • Keep well-informed of internal quality standards, changes related to quality form, changes made to department policies and procedures.

To be successful, you need to:

  • Anticipate and respond to the needs and concerns of others;
  • Express ideas respectfully and share information in a clear and concise manner using the appropriate mode of communication;
  • Stay focused and balance changing or competing priorities and responsibilities, ensuring multiple projects are delivered on time;
  • Identify issues and consider alternative solutions by weighing the potential risks and desired outcomes;
  • The ability to work collaboratively and independently in a fast-paced environment.


  • High school diploma or general education degree (GED) required. Bachelor’s degree preferred;
  • Fluency in English;
  • Previous experience in a call center environment;
  • Experience coaching, training, and mentoring employees;
  • Proficient in Microsoft Word, Excel, and Outlook, with demonstrated ability to learn new computer applications.

Work Schedule/Hours:

  • Due to the unforeseen circumstances with COVID-19, this position is temporarily training and working remotely. Therefore, access to internet connection with a router/modem, and a quiet work space is required. When CCK deems it safe and appropriate, this position will be required to report to the CCK Headquarters in Providence, RI daily.
  • This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. with a 30-minute lunch period.

Compensation & Benefits:

  • Starting annual salary is $41,600.
  • Comprehensive benefit plans including health, disability, and life insurance; 401(k) retirement plan; paid time off; a gym reimbursement program; and much more.