Meritas, a global membership association for independent law firms, seeks a program manager to oversee and implement its proprietary quality assurance program. This position ensures the organization has clear and understandable workflows to regularly review, assess, and communicate adherence to membership standards. The position works closely with the regional and member engagement teams to ensure retention of quality firms and has significant responsibility to maintain the membership database.

This position interacts with Meritas staff and members and reports to the President.

Key Responsibilities and Duties

Quality Assurance & Recertification

The person in this role will maintain and improve upon a well-established quality review process, including:

• Collaborate with member-firms and internal team members to collect information and regularly assess members’ adherence to Meritas standards
• Validate data, make necessary updates, and prepare reports for member-led Quality Assurance Committee
• Ensure members are aware of their obligations to provide evaluations and respond to data requests
• Facilitate enhancements to workflows and tools to manage quality assurance program
• Collaborate with technology team to improve membership database
• Prepare agenda, meeting materials, and minutes for Quality Assurance Committee, and ensure action items are assigned and completed by team

Membership Management

The person in this role is critical to ensuring a strong member retention program, including:

• Provide training for key roles at member-firms to ensure they are able to report business within the network, provide required data changes, and use Meritas resources effectively
• Collaborate with membership, marketing, and regional teams to inform members of Meritas’ unique quality standards program
• Prepare reports for members to demonstrate firm’s utilization of the network
• Keep team informed about firms at risk of leaving the network and make recommendations about member-firm relationship changes
• Manage separation process when a firm leaves Meritas
• Develop and maintain relevant resources, applications, templates, and checklists

Referral Reporting

The person in this role is critical to ensuring firms are able to report business generated by their network membership, including:

• Oversee organization’s online referral reporting system
• Provide training, education, and customer service to members on referral reporting process
• Provide referral reports as requested by Meritas members and staff
• Continually monitor, follow up with members, and work to improve member submission of referral information
• Collaborate with marketing team to communicate the member-value of reporting referrals in a timely fashion

Metrics, Measurements and Success Factors

• High degree of trust and confidence from the membership
• Proactive and detail-oriented support of Quality Assurance Committee, ensuring documentation, reporting and responsiveness to the Committee
• Implementation consistent with the global Meritas brand
• Proactive and disciplined management of quality assurance, member management, and referral reporting initiatives
• Creation and management of workflows, timelines, and reporting that facilitates assurance of quality and member retention

The above job description is intended to indicate the general nature and level of work being performed by an employee assigned to this job. It is not intended to be an exhaustive list of duties, responsibilities and skills required.