Law Firm Intake Success Coach

Legal Intake Pros LLC; United States; Remote; USD 55,000 - 60,000; Full time

Job summary

This innovative firm is seeking an experienced Intake Specialist for a full-time remote role. As an Intake Success Coach, you will play a pivotal role in enhancing the performance of teams within Personal Injury Law Firms. Your responsibilities will include training management, quality assurance, and data analysis to ensure efficient operations. You will collaborate with cross-functional leaders to implement quality standards and develop training materials, fostering a culture of excellence and continuous improvement. If you are passionate about compliance and quality control, this is your chance to make a significant impact in the legal intake industry.

Qualifications

• Experience as an intake specialist or in a law firm, preferably personal injury law.
• Strong analytical and quality control skills tailored to intake processes.

Responsibilities

• Train and develop staff to enhance performance in client acquisition.
• Analyze data to ensure efficient intake operations for law firms.

Skills

Training Management

Quality Control

Analytical Skills

Communication Skills

CRM Software Familiarity

Sales and Marketing

Education

Bachelor's Degree

Experience in Legal Field

Tools

Zoom

Slack

Google Workspace

Job description

Company Description: Legal Intake Pros helps law firms make their visions of a thriving law firm a reality through comprehensive services such as team training, intake management software setup, process development, and performance coaching.

Role Description: This is a full-time remote role for an experienced Intake Specialist. The Intake Success Coach will be responsible for day-to-day tasks, including training management, feedback on learner performance, quality control, and quality assurance. They will analyze data and utilize analytical skills to ensure efficient intake operations for Personal Injury Law Firms. The Intake Success Coach will also be responsible for training and development to enhance the team's performance in client acquisition and CRM best practices.

Responsibilities:

1. Collaborating with cross-functional leaders to strengthen employees' call quality performance and associated functions.
2. Conduct calibration sessions, identify training gaps, and provide reports on call quality performance, including onboarding and training programs.
3. Implement interdepartmental quality assurance support and training during nesting programs, create training guides, and related content to support quality standards.
4. Serve as a dedicated resource to the Operations Teams, facilitating onboarding, training, and nesting of team members on the phone system and applicable platforms.
5. Oversee training and quality initiatives within the Operations Department, ensuring new hires receive hands-on support during their transition to live potential client service interactions, and KPIs are effectively met.
6. Facilitate calibration sessions to ensure consistency in quality assessments, identify gaps, and deliver detailed reports on call quality performance.
7. Implement quality standards by establishing formalized onboarding processes, creating training materials, developing Standard Operating Procedures (SOPs), and providing ongoing education to enhance the potential client service experience.
8. Assess future and current training needs through job analysis, quality assurance monitoring, and collaboration with internal business partners on product-specific training requirements.
9. Monitor and evaluate the effectiveness, success, and KPIs of quality and training programs periodically and report on them.
10. Enhance, develop, and maintain facilitation guides, SOPs, and employees' soft skills related to quality standards for effective communication with potential clients via phone calls, email correspondence, and text messages.
11. Serve as the primary advocate for quality, actively identifying coaching tactics and educational strategies to enhance performance, ensuring alignment and effectiveness across the workforce.

At Legal Intake Pros, we value diversity, creativity, and collaboration. Join us in our mission to revolutionize the legal intake industry and make a meaningful impact on the success of law firms and their clients. If you are passionate about compliance, quality control, and helping others succeed, we encourage you to apply for the Quality & Training Manager position today!

Qualifications:

1. Prior experience as an intake specialist or in employment within a law firm, with a strong preference for personal injury law.
2. Demonstrated experience in Training Management and Training and Development skills within a legal intake environment.
3. Strong analytical skills for data analysis and quality control tailored to intake.
4. Quality Control and Quality Assurance experience, specifically within legal intake processes.
5. Prior experience in sales, marketing, or business development.
6. Excellent written and verbal communication skills.
7. Ability to work independently and remotely.
8. Bachelor's degree or rich experience in a related field.
9. Familiarity with intake-related CRM software.
10. Knowledge of legal intake processes and terminology is a plus.
11. Commitment to upholding high standards of ethics and professionalism.
12. Comfortable working in a remote environment and cloudless workspace (Zoom, Slack, Google Workspace, etc.).

Compensation:
$55,000 - $60,000 yearly