Quality Assurance Auditor

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

Quality Assurance Auditor– Call & Documentation Compliance

Position Overview

Farahi Law Firm is an award-winning personal injury firm dedicated to fighting for the injured and delivering exceptional legal representation. We are a fast-growing, client-centric team that values aggressive advocacy, innovation, and community impact. This role ensures client-facing teams maintain the highest standards of communication, compliance, and legal documentation, evaluating live and recorded interactions, as well as file management, for Intake Specialists and Case Managers. Audits ensure exceptional client care, strict adherence to California personal injury procedures, accurate data capture, and optimal case progression from initial contact to resolution.

Key Responsibilities

Call & Communication Audits (Intake & Case Management)

• Audit inbound/outbound calls for Intake Specialists to evaluate script adherence, client empathy, active listening, and thorough intake questioning.
• Evaluate Case Manager phone interactions to ensure consistent client updates, medical treatment tracking, and effective communication with medical providers and insurance adjusters.
• Assess language proficiency and tone in both English and Spanish client interactions.
• Ensure strict compliance with legal ethics, confidentiality, and data privacy regulations.

Documentation & File Quality Audits

• Review intake records for accurate accident details, injury logs, insurance policy numbers, and retainer documentation.
• Conduct file reviews in the Case Management System (CMS) to verify updated case notes, proper status tagging, and timely completion of tasks.
• Confirm that medical treatment records, police reports, property damage photos, and demand preparation materials are filed accurately and without delay.

Reporting, Feedback & Coaching

• Score audits using standardized rubric frameworks and document detailed findings.
• Deliver constructive feedback and actionable coaching to Intake Specialists and Case Managers in collaboration with team supervisors.
• Identify recurring trends, compliance risks, and training gaps across department workflows.
• Participate in calibration sessions with management to refine auditing standards and evaluation criteria.

Requirements & Qualifications

• Experience: Minimum 2–3 years of experience in Quality Assurance auditing within a personal injury law firm, high-volume legal intake environment, or call center setting.
• Bilingual Requirement: Fluent in English and Spanish (written and spoken) is strongly preferred.
• Knowledge: Familiarity with personal injury claim lifecycles, intake conversion workflows, and basic medical/legal terminology.
• Technical Skills: Experience with Case Management Systems (e.g., Filevine, MerusCase, MyCase, or similar) and VoIP call monitoring software.
• Analytical Skills: High attention to detail with the ability to spot subtle documentation gaps and communication flaws.
• Communication: Exceptional written and oral communication skills required to deliver diplomatic, growth-focused feedback.

Key Performance Indicators (KPIs)

• Weekly/Monthly target volume of audited calls and case files completed.
• Departmental accuracy scores across audited intake leads and case files.
• Reduction in file error rates and reduction in response-time lags for case updates.