Remote Intake QA Specialist — Bilingual EN/ES

Ovation Law Firm; United States; Remote; USD 6.900 - 8.300; Vollzeit

Benefits dieser Stelle

100% remote work environment

6 PTO days per year

Growth opportunities with leadership

Zusammenfassung

Ovation Law Firm is seeking a detail-oriented Quality Assurance Specialist for the Intake Department. You will monitor live and recorded calls, rate interactions against quality criteria, and provide concrete coaching to improve agent performance while ensuring compliance and client satisfaction. Strong English/Spanish communication is essential.

The role is fully remote with LATAM open candidates, offers hourly pay, and growth opportunities within a fast-growing consumer-focused law firm.

Qualifikationen

• Bilingual in English and Spanish at C1 level.
• 1+ year QA, call monitoring or customer-service auditing experience.
• Strong analytical, listening and detail orientation.
• Ability to identify compliance risks and handle sensitive issues.
• Experience giving structured feedback based on objective criteria.
• Tech-savvy with call monitoring tools and CRM/spreadsheets.

Aufgaben

• Monitor and evaluate live and recorded intake calls for QA.
• Score calls using predefined criteria and provide actionable feedback.
• Ensure scripts are followed and required questions are asked.
• Identify compliance risks and deviations from firm standards.
• Provide coaching to intake team and track quality metrics.
• Maintain QA documentation, scorecards, and trend reports.
• Participate in calibration sessions and update evaluation forms.

Kenntnisse

Bilingual English/Spanish

Quality assurance

Call monitoring

Feedback & coaching

Attention to detail

Confidentiality

Time management

Analytical thinking

Tools

CRM systems

Spreadsheets

Microsoft Office

Slack

Google Workspace

Jobbeschreibung

Ovation Law Firm is seeking a detail-oriented Quality Assurance Specialist for the Intake Department. You will monitor live and recorded calls, rate interactions against quality criteria, and provide concrete coaching to improve agent performance while ensuring compliance and client satisfaction. Strong English/Spanish communication is essential.

The role is fully remote with LATAM open candidates, offers hourly pay, and growth opportunities within a fast-growing consumer-focused law firm.