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hace 1 día

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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