QA Auditor, Call & Documentation Compliance (Legal)

Legal Management Group; Región Centro; Presencial; MXN 905.000 - 1.447.000; Jornada completa

Descripción de la vacante

Farahi Law Firm is seeking a Quality Assurance Auditor to evaluate intake and case management calls, ensuring script adherence, empathy, and effective communication. You will review file quality, document accuracy, and overall client experience in a fast-paced environment.

Your role includes providing actionable feedback to Intake Specialists and Case Managers, identifying trends and compliance gaps, and helping to raise the standard of documentation and client care across the practice.

Formación

• 2–3 years of QA auditing in a personal injury law firm or high-volume intake environment.
• Bilingual in English and Spanish (written and spoken) preferred.
• Familiarity with personal injury claim lifecycles and intake workflows.
• Experience with Case Management Systems and VoIP monitoring software.
• Strong written and oral communication skills to deliver constructive feedback.

Responsabilidades

• Audit inbound/outbound calls for script adherence, empathy, listening, and intake questioning.
• Review case management notes and verify accuracy of medical, insurance, and retainer documentation.
• Provide constructive coaching to Intake Specialists and Case Managers in collaboration with supervisors.
• Identify recurring compliance risks and training gaps across department workflows.

Conocimientos

Bilingual English/Spanish

Quality Assurance

Call Center Auditing

Legal Documentation

Attention to Detail

Communication Skills

Herramientas

Filevine

MerusCase

MyCase

VoIP Monitoring

Descripción del empleo

Farahi Law Firm is seeking a Quality Assurance Auditor to evaluate intake and case management calls, ensuring script adherence, empathy, and effective communication. You will review file quality, document accuracy, and overall client experience in a fast-paced environment.

Your role includes providing actionable feedback to Intake Specialists and Case Managers, identifying trends and compliance gaps, and helping to raise the standard of documentation and client care across the practice.