Quality Assurance Analyst

hace 5 días

Desde casa, México Legal Intake Pros LLC A tiempo completo

As a **Quality Assurance Analyst **at Legal Intake Pros, you will play a crucial role in upholding our high standards for intake processes by performing Dashboard Nudges Audits and Unassociated Call Reviews, ensuring law firm intake teams meet lead management and call-handling standards. This role supports our Coaching and Quality Control Departments by driving actionable improvements based on data-driven audits and feedback.

**Compensation**:
$8 - $10 hourly

**Responsibilities**:
**Key Responsibilities**:
**Call Review & Analysis**
- Conduct daily audits of unassociated calls and Dashboard Lead Docket Nudges Audits to assess lead management and task completion processes.
- Identify the root cause of unassociated calls, such as missed lead creation or incorrect lead assignment.
- Review audit findings to identify overdue tasks, incomplete follow-ups, or process gaps requiring corrective action.
- Develop and implement nudge strategies to address non-compliance or incomplete updates, ensuring intake teams meet best practice standards.

**Feedback & Reporting**
- Provide detailed feedback to intake specialists, addressing task management, lead creation, and call-handling skills.
- Collaborate with the Quality Process team to develop comprehensive audit reports and dashboards that highlight actionable insights.
- Support intake teams in understanding and implementing recommended improvements based on audit findings.

**Recommendation Development**
- Create tailored Call Handling Recommendations and Real Caller Observations.
- Develop Nudges Recommendations for intake specialists to address specific dashboard issues, ensuring continued follow-up and lead closure.
- Collaborate with the Coaching Department to ensure feedback aligns with training goals and client expectations.

**Process Improvement**
- Identify trends and recurring issues in call handling, proposing systemic improvements.
- Propose enhancements to the Nudge Audit framework and reporting standards to optimize feedback loops.
- Work with Quality Process Managers to refine audit processes and reporting standards.

**Qualifications**:

- Experience in call auditing, quality control, or a similar role.
- Strong attention to detail with the ability to provide constructive feedback.
- Excellent communication and analytical skills.
- Proficiency in using call tracking tools like CallRail or CallTrackingMetrics.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Detail-oriented with a high level of accuracy in work.
- Bilingual in Spanish and English.

**About Company** Benefits**:

- Impact: Play a crucial role in shaping the efficiency of a growing startup.
- Innovation: Work in a collaborative and innovative environment.
- Flexibility: Enjoy flexible remote working arrangements.
- Paid Time Off (PTO): Eligible after six months for vacation, personal reasons, or other purposes.
- Sick Days: Eligible after six months for illness, medical appointments, or caring for a sick family member (notify supervisor ASAP).
- Professional Development: Company-sponsored courses, certifications, and training programs to encourage continuous learning and growth.
- Company Merchandise: Branded items such as t-shirts, mugs, and notebooks.
- Team Building Activities: Virtual events, workshops, and initiatives to strengthen team cohesion.
- Compensation: Direct deposit, performance-based raises and bonuses, and company-provided supplies for work.

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