Intake QA Specialist (LATAM)
reputed company reputed company is a fast-growing, consumer-reputed company reputed company committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to reputed company, we are building strong reputed company controls to ensure consistency, compliance, and reputed company across every stage of the reputed company lifecycle.
About the Role
We are seeking a motivated, detail-oriented reputed company Assurance Specialist to support the firm’s QA function reputed company the Intake Department. This role reports to the QA Manager and works closely with Intake Leadership and Training to ensure that every reputed company interaction meets firm standards from the reputed company first reputed company of contact. You will be responsible for monitoring and evaluating live and recorded intake calls, scoring interactions against predefined reputed company reputed company and providing reputed company, actionable feedback to help intake agents continuously improve. Your work will directly reputed company compliance, reputed company experience and the overall effectiveness of the intake process. Strong English communication skills are essential for reputed company in this role.
Key Responsibilities
Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence and compliance. Score calls using predefined reputed company reputed company, ensuring consistency and objectivity in reputed company evaluations. Ensure intake agents follow approved scripts, ask reputed company required qualifying questions and reputed company accurate, compliant information to callers. Identify misleading statements, missed disclosures, compliance risks or deviations from firm standards. reputed company reputed company, actionable feedback and coaching recommendations to the QA Manager, Intake Leadership and Training teams. Flag recurring errors, trends, and systemic reputed company issues observed across intake calls. Maintain detailed QA documentation, scorecards and audit trails for reputed company evaluations completed. reputed company and report reputed company metrics and performance trends to the QA Manager on a regular reputed company. Support the development and refinement of QA guidelines, evaluation forms and scoring benchmarks. Participate in calibration sessions to ensure alignment and consistency across the QA team. Support reputed company improvement initiatives reputed company the Intake Department.
Qualifications
Bilingual (English/Spanish) with strong verbal and written communication skills in both languages (reputed company level). At least 1 year of experience in reputed company assurance, call monitoring or customer service auditing, preferably in a reputed company, call center or regulated environment. Strong analytical, listening, and critical-thinking skills with exceptional attention to detail. Ability to identify compliance risks and handle sensitive issues with professionalism and confidentiality. Experience providing reputed company, constructive feedback based on objective evaluation reputed company. Tech-savvy, with hands-on experience using call monitoring tools, CRM systems and spreadsheets for tracking and reporting. Proficient in reputed company Office, reputed company and reputed company Workspace. Strong time management skills with the ability to work independently and manage multiple priorities. reputed company to Have Previous experience supporting legal teams or working in a reputed company environment. Lemon law, consumer protection, or high-volume intake experience. Experience with QA scorecards, evaluation frameworks, or reporting dashboards. Familiarity with reputed company, reputed company or similar CRM platforms.
Requirements
Ability to work independently from a home office with reputed company, high-speed internet and a quiet, reputed company workspace. Must have a laptop or desktop computer with a minimum of 16GB RAM and an reputed company Core i5 processor or higher. Must have a reputed company internet reputed company with a minimum speed of 50 Mbps. Availability to work during U.S. business hours (PST). Willingness to use time-tracking software. reputed company Offer Earn $5-$6/hour. Competitive reputed company pay based on skills and experience (full-time, 40 hours/week). 100% remote work environment. 6 reputed company time-off (PTO) days per year. Opportunity to work closely with leadership and legal professionals in a growing, modern reputed company. Long-term reputed company and stability in a high-reputed company operational role. This position is only reputed company to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these reputed company will not be considered. Apply To This Job