ABOUT LEAP

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

WHAT YOU’LL DO

Do you have a sharp eye for detail and a passion for making things work seamlessly? Are you someone who can spot the smallest issue before it becomes a problem? Do you thrive in dynamic environments where you’re always thinking several steps ahead? If this sounds like you please keep reading!
This is a new role for a Quality Assistant who will become an essential part of our fast-paced, high-energy environment, working closely with clients and internal teams to ensure seamless software experiences. You’ll slot into a customer focused team who strive to provide world class services to our clients, and thrive on driving internal efficiencies. Your role is critical in ensuring that all our software solutions not only meet but exceed both company standards and client expectations.

TO MAKE THIS HAPPEN, YOU WILL BE RESPONSIBLE FOR

• Issue Monitoring: Monitor and track issues raised with the Quality team, either directly or in collaboration with the broader LEAP team, ensuring all concerns are promptly addressed and resolved.
• Client Complaint Resolution: Adhere to established internal processes to efficiently address and resolve escalated client complaints, ensuring a high level of customer satisfaction.
• Contractual Requests & Investigations: Respond to contractual requests by reviewing contracts and conducting necessary investigations to ensure compliance and resolve any related issues.
• Stakeholder Liaison: Collaborate with senior management and key internal stakeholders to investigate and resolve quality-related matters, fostering effective communication across teams.
• Quality Queue Management: Proactively manage the quality queue, ensuring cases are addressed in a timely and organized manner. This includes managing multiple shared inboxes, tracking of all interactions in Salesforce requiring effective time management and resource allocation to meet deadlines and complete work efficiently.
• Team Collaboration & Reporting: Prepare for and attend weekly Quality team meetings to review ongoing cases, discuss the best course of action, and present findings to the Leadership Team for further direction.
• Customer Loyalty & Satisfaction: Drive customer loyalty by effectively meeting customer needs, taking ownership of their satisfaction, and ensuring positive and lasting client relationships.