Quality Assurance Specialist, Member Intake (Remote)

Pre-Paid Legal Services, Inc.; Ada (OK); Remote; USD 43,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with company match

Paid time off

Paid holidays

Paid sick leave

Paid parental leave

Job summary

LegalShield is seeking a Quality Specialist for the Member Intake team to drive QA excellence across live calls, audits, and coaching. You will partner with the Training and Quality Manager to onboard new hires and uplift agent proficiency, confidence, and consistency of the member experience nationwide.

This hands-on role covers call audits against the QA scorecard, providing objective feedback, and surfacing trends to leadership.

Qualifications

• 2+ years in a contact center or member services environment, QA or team lead preferred.
• Familiarity with QA scorecards, call auditing, and structured feedback methods.
• Working knowledge of contact center telephony, WFM platforms (Workday or equivalent), CRM systems, and QA tooling.
• Excellent written and verbal communication; able to lead virtual trainings and coaching with leadership.
• Highly organized with ability to manage multiple cohorts and QA cycles in parallel.

Responsibilities

• Quality Assurance and Call Auditing per agent using the QA scorecard.
• Provide objective, evidence-based scoring and written feedback on each audit.
• Identify trends and surface insights to Supervisors and the Training and Quality Manager.
• Participate in QA calibration sessions to maintain consistency.
• Monitor disposition framework usage and flag patterns.
• Coach Supervisors and agents with QA feedback and coaching resources.
• Contribute to weekly/monthly QA reports and action recommendations.
• Surface member pain points and share improvement opportunities.

Skills

QA scorecards

Call auditing

Coaching & feedback

Verbal communication

Written communication

Organization & multitasking

Education

Bachelor's degree or equivalent experience

Tools

Workday

CRM systems

QA tooling

Job description

LegalShield is seeking a Quality Specialist for the Member Intake team to drive QA excellence across live calls, audits, and coaching. You will partner with the Training and Quality Manager to onboard new hires and uplift agent proficiency, confidence, and consistency of the member experience nationwide.

This hands-on role covers call audits against the QA scorecard, providing objective feedback, and surfacing trends to leadership.