Hiring: Quality Analyst - Intake Specialist for a US Company!

About Us

Attorney Assistant is a staffing solutions and virtual assistant company for law firms. We recruit, vet, and train full-time virtual staff who embed into each firm’s team, systems, and daily workflow, handling intake, follow-up, case support, and back office.

Frontline is our 24/7 live intake team. Our specialists answer calls for law firms day and night, qualify leads, and work to sign cases. This is where you will work. As a QA Analyst on Frontline, you will review calls, score performance, and give the feedback that helps our team get better every week. We run QA on every call, and we hold ourselves to results and signed cases.
We are looking for detail-oriented, accountable professionals who care about getting it right and want to help law firms stop losing cases to missed calls and slow follow-up. If you want to grow with a company that rescues law firms from chaos with elite teams and AI, we would like to meet you.potential clients, qualify leads, and help law firms turn inquiries into signed cases.

Role Overview
We are seeking a Quality Analyst (QA) – Intake Specialist to join our remote team. This role is essential to maintaining and improving the quality, accuracy, and efficiency of our intake operations.
The successful candidate will monitor and evaluate intake calls in both Spanish and English, assess case eligibility determinations, and ensure that client interactions meet AA and EOL’s standards for professionalism, accuracy, empathy, and compliance.
The QA will also provide constructive feedback, conduct performance analyses, identify training opportunities, and recommend process improvements to enhance team performance and client satisfaction.

Work Schedule: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time (ET), with occasional rotating shifts depending on business needs. Candidates must be available to work U.S. business hours and have a reliable home-based work setup.

Core Responsibilities:
1. Quality Monitoring & Evaluation
Monitor and evaluate intake calls, emails, and case documentation in both Spanish and English to ensure compliance with company policies, procedures, and service standards.
Review case eligibility determinations to ensure Intake Specialists accurately assess potential personal injury and workers’ compensation cases based on EOL’s established criteria.
Verify the accuracy and completeness of client interaction records in Salesforce or other designated CRM and case management systems.
Develop, maintain, and utilize quality assurance scorecards to measure performance, identify recurring issues, and track improvement over time.
Handle intake calls as needed to support client inquiries and maintain operational coverage.
Identify trends in call quality, documentation accuracy, communication, and case assessment.

2. Performance Analysis & Coaching
Provide regular, constructive feedback and coaching to Intake Specialists to improve communication, case assessments, adherence to intake scripts, and overall client experience in both Spanish and English.
Identify performance gaps and training needs, collaborating with team leaders and management to implement targeted coaching and professional development initiatives.
Prepare quality reports and performance summaries highlighting individual and team performance, recurring issues, and opportunities for improvement.
Recognize high-performing team members and share best practices to strengthen overall team effectiveness.
Monitor the effectiveness of coaching initiatives and follow up to ensure measurable and sustained improvement.

3. Process Improvement & Compliance
Ensure Intake Specialists follow established company policies, intake procedures, legal and ethical guidelines, and applicable confidentiality requirements.
Collaborate with management to develop and improve quality assurance standards, bilingual intake scripts, evaluation criteria, and training materials.
Proactively identify operational gaps, recurring errors, and process inefficiencies, and recommend practical solutions.
Support compliance with applicable privacy and data protection requirements, including HIPAA where applicable.
Maintain the confidentiality and security of sensitive client information while working remotely.
Contribute to continuous improvement initiatives designed to enhance intake accuracy, efficiency, and client satisfaction.

Core Qualifications
Fluency in both Spanish and English, spoken and written, is required.
Proven experience as a Quality Analyst, Quality Assurance Specialist, Intake Supervisor, or Customer Service QA professional in a legal, healthcare, or service-oriented industry.
Strong understanding of quality assurance processes, client interactions, call evaluation, and performance monitoring.
Experience reviewing case eligibility assessments, intake documentation, or similar decision-making processes is highly desirable.
Excellent listening, analytical, and problem-solving skills, with the ability to identify performance gaps and provide actionable feedback.
Proficiency in CRM and case management software; Salesforce experience is preferred.
Familiarity with call monitoring tools, quality assurance scorecards, reporting systems, and data analysis platforms.
Strong written and verbal communication skills, with the ability to coach and train team members effectively.
High attention to detail and the ability to manage multiple evaluations, reports, and coaching sessions simultaneously.
Ability to handle sensitive and confidential information with professionalism and discretion.
Ability to work independently and collaborate effectively in a remote team environment.
Nice to Have
Previous experience working in a law firm, legal intake department, or personal injury and workers’ compensation practice.
Background in call center quality assurance, process optimization, training and development, or performance management.
Familiarity with Pennsylvania personal injury and workers’ compensation laws and intake requirements.
Experience developing QA scorecards, performance dashboards, and quality improvement initiatives.
Experience working with distributed or remote teams.

How to Apply: Please send your application ONLY to ---------- your subject line begins with "Your Next QA Specialist is Here!" to help us correctly identify your application for this position. This also confirms that you've thoroughly read and understood the job description before applying.