Legal Intake Pros LLC is seeking a Bilingual Intake Quality Analyst to join our Quality Assurance team. This remote role is crucial for evaluating call interactions of intake teams at law firms, ensuring high performance and client satisfaction. The analyst will prepare detailed reports, conduct root-cause analysis, and mentor junior staff on quality assurance best practices. Proficiency in Spanish and English, strong analytical skills, and experience in call center quality control are essential. Join us in our mission to optimize legal intake processes and support law firms in delivering exceptional service to their clients.
Responsibilities
* Evaluate the call interactions of intake teams at law firms to ensure high performance and client satisfaction according to Legal Intake Pros Quality Control standards.
* Prepare detailed reports and present quality control findings to intake coaches, client strategists, and other stakeholders.
* Conduct in-depth root-cause analysis of calls handled by the intake teams for our law firm clients to identify trends, patterns, and areas for improvement.
* Assess calls for opportunities to demonstrate empathy and emotional intelligence, ensuring the needs of the callers are effectively addressed.
* Prioritize and manage multiple intake tasks to ensure timely and efficient client processing.
* Mentor junior intake analysts and staff on Quality Assurance best practices and procedures.
* Assist in developing and implementing new client intake tools and related technologies.
Qualifications
* Proven ability to identify process inefficiencies and implement effective improvements.
* Proficiency in relevant software and tools for data analysis and reporting.
* Strong analytical skills with experience in call center quality control analysis and interpretation.
* High level of emotional intelligence and empathy to accurately assess and address caller needs.
* Knowledge of legal intake processes and client management best practices.
* Experience in personal injury intake or personal injury intake quality control is a plus.
* Bilingual proficiency in Spanish and English.
Compensation
$7 - $8 hourly
About Legal Intake Pros LLC
* 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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