Quality Assurance Specialist
hace 2 semanas
Quality Assurance Specialist (Bilingual – Spanish/English)
Personal Injury Law Firm
Location: 100% Remote
Schedule: Full-Time | Monday–Friday, 9:00 AM – 5:00 PM (Eastern Time)
Compensation: Competitive, based on experience
About the Role
We are seeking a detail-oriented and analytical Quality Assurance Specialist to support our Personal Injury Law Firm by monitoring and evaluating client intake communications. This role is critical in ensuring that all inbound and outbound calls meet firm standards, legal requirements, and established intake protocols.
The ideal candidate has a strong ear for detail, understands client empathy in high-stress situations, and can objectively evaluate performance while identifying opportunities for improvement.
Key Responsibilities
Monitor and evaluate inbound and outbound calls for compliance with firm standards, legal requirements, and intake protocols
Review recorded client calls for accuracy, professionalism, empathy, and adherence to approved scripts
Conduct mystery calls, posing as potential clients, to evaluate the overall intake experience and staff performance
Identify missed opportunities, errors, inconsistencies, and breakdowns in client communication
Ensure proper handling of sensitive and confidential client information
Document findings clearly and provide detailed feedback reports
Track trends, recurring issues, and areas needing improvement
Collaborate with leadership and training teams to improve call quality and intake performance
Qualifications
Bilingual: Fluent in English and Spanish (required)
Prior Quality Assurance, Call Monitoring, or Compliance experience required
Experience in a personal injury law firm, legal intake, or call center environment strongly preferred
Exceptional attention to detail and strong listening skills
Ability to evaluate calls objectively and consistently
Strong written communication and documentation skills
Comfortable working independently in a remote environment
Familiarity with CRM systems, call recording platforms, and QA scorecards is a plus
What We're Looking For
This role is ideal for someone who:
Has a strong understanding of client-centered communication
Can identify subtle issues in tone, empathy, and compliance
Is proactive in spotting gaps and recommending improvements
Maintains confidentiality and professionalism at all times
Thrives in structured, process-driven environments
What We Offer
100% remote, full-time position
Consistent schedule: 9:00 AM – 5:00 PM ET
Competitive compensation
Stable work environment within a growing personal injury law firm
Opportunity to make a meaningful impact on client experience and firm performance
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