Member Intake Quality & Coaching Specialist (Remote)

LegalShield; Northern (KY); Remote; USD 43,000 - 65,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Paid time off

Paid holidays

Parental leave

IDShield membership

Job summary

LegalShield is seeking a Quality Specialist, Member Intake to support QA for the Member Intake team. The role partners with Training and Quality Manager to onboard new hires, deliver ongoing coaching, and provide feedback to Supervisors to improve agent proficiency and member experience across states.

This fully remote role emphasizes live-call quality, auditing against a defined scorecard, and ongoing reinforcement of standards that shape member interactions.

Qualifications

• 2+ years in a contact center / member services environment, with QA or team-lead experience preferred.
• Familiarity with QA scorecards, call auditing, and structured feedback methods.
• Working knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling.
• Excellent written and verbal communication skills; comfortable in virtual training and coaching settings.
• Highly organized and detail-oriented, able to manage multiple cohorts and QA cycles in parallel.
• Experience in legal services, insurance, or member-benefit contact centers is a plus.

Responsibilities

• Quality Assurance and Call Auditing: conduct call audits using the QA scorecard with objective feedback.
• Coaching Support: provide coaching insights and sample calls to Supervisors for 1:1 sessions.
• Reporting and Continuous Improvement: contribute to QA reports and identify trends for remediation and training.

Skills

QA scorecards

Coaching

Call auditing

Communication

Data analysis

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

LegalShield is seeking a Quality Specialist, Member Intake to support QA for the Member Intake team. The role partners with Training and Quality Manager to onboard new hires, deliver ongoing coaching, and provide feedback to Supervisors to improve agent proficiency and member experience across states.

This fully remote role emphasizes live-call quality, auditing against a defined scorecard, and ongoing reinforcement of standards that shape member interactions.