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Why Apply to New Frontier Immigration Law
At New Frontier Immigration Law, we don't just practice law. We fight for freedom, we keep families together, and we change lives, including our own.
We are on a mission to impact 1 million immigrants across the U.S. This isn't just a workplace. It's a movement. We don't hire employees, we recruit people with empathy and grit, people who can inspire action and turn "impossible" into "done."
Even if you don't apply today, we hope our mission inspires you to help others. The world needs people like you.
Are you ready to join one of the fastest-growing law firms in the U.S., where your leadership and training expertise directly fuel justice? Here, we don't just offer a job: we provide an environment where you can work with purpose, grow intentionally, and create impact that matters.
Learn more about New Frontier Immigration Law here
Meet our CEO & Founder Hillary Walsh here
Explore our Core Values here
Role Objective
The Call Center Trainer & Quality Assurance Manager will own the training, development, quality, and retention of our appointment-setting call center team. This role treats the Sales operation as a high-performance call center with structured onboarding (Nest), clear graduation criteria, ongoing coaching, quality assurance, and career longevity.
As the Trainer & QA Manager, you will ensure every Dragon is production-ready, confident, and equipped to deliver exceptional appointment quality. You will reduce churn, improve performance consistency, and build a culture where our team sees this as a career, not just a job. When not actively onboarding new hires, you will support Sales Leadership through QA audits, coaching, retraining, and performance improvement initiatives.
This isn't just training. This is building champions. This is equipping people to connect immigrant families with life-changing legal help. This is creating careers that matter, including your own.
At NFIL, every representative you train and every call you coach is an act of advocacy. You won't just develop a team, you'll develop agents of hope and justice
Objectives
Training & Onboarding (Core Function)
- Own and continuously improve the Dragons Training Program (Nest).
- Design and deliver comprehensive new-hire onboarding covering systems, scripts, call flow, and immigration intake basics.
- Create role-specific training tracks for Setters (highest knowledge, appointment booking), Digital Dragons (digital lead follow-up), and Chasers (outbound follow-up).
- Define and enforce graduation criteria from Nest including knowledge checks, call certification, role-play assessments, and live call readiness.
- Ensure every Dragon is production-ready before graduating to the floor.
Quality Assurance (QA) & Performance Coaching
- Monitor live calls, recordings, and CRM activity (HubSpot / 3CX or similar).
- Score calls against defined QA standards: compliance, accuracy of qualification, tone, urgency, empathy, and appointment quality for Strategists.
- Deliver 1:1 coaching sessions, targeted retraining plans, and remedial training for underperformers.
- Partner with Call Center Sales Manager to identify trends, address skill gaps, and reduce appointment fallout and Not Qualified cases.
Retention & Development
- Actively support 6–12-month retention of Dragons by identifying early warning signs of churn including performance dips, engagement issues, and confidence or skill gaps.
- Create skill progression paths, performance recovery plans, and development roadmaps for high-potential Dragons.
- Help reinforce a career mindset, not "temporary call center job" mentality.
Leadership Support & Cross-Functional Collaboration
- Serve as right-hand support to Sales Leadership when not actively training.
- Assist with call center QA initiatives, script optimization, process documentation (SOPs), and feedback loops between Dragons, Strategists, and Legal.
- Provide regular insights and reporting to the Director of Sales on training outcomes, QA trends, retention risks, and skill gaps by role.
Requirements
- Proven experience training remote teams, building onboarding programs, and improving quality while reducing churn.
- Bilingual (English & Spanish) — REQUIRED
- Strong understanding of inbound & outbound call flows, lead qualification, and appointment setting for closers.
- Comfortable working in a metrics-driven sales environment with clear performance standards.
- Experience with CRM systems (HubSpot preferred) and call center technology (3CX or similar).
- Excellent coaching and feedback delivery skills with the ability to inspire performance improvement.
- Strong organizational and documentation skills for creating SOPs and training materials.
- Positive, proactive, high-energy attitude with passion for mission-driven work.
Apply today. Join the fight. Become a trainer for justice.
