Remote Intake QA Specialist | Quality & Process Optimizer

Partner Company; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Profit-sharing bonuses

Fully remote

Wellhub wellness benefit

Home office budget

Medical/dental/vision/401(k) benefits

Job summary

Partner Company is a technology-driven legal intake firm operating in a remote-first environment. The team focuses on quality and process improvement, auditing intake cases and monitoring calls to ensure service standards are met.

We collaborate across Intake, QA, and Operations to identify trends and drive improvements, while maintaining strict SLAs and leveraging platforms like Salesforce/Litify/Five9 for case management.

Qualifications

• Experience with QA processes, including case reviews and call auditing.
• Familiarity with Salesforce, Litify and Five9.
• Strong attention to detail and communication skills.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Review and audit intake cases to ensure accuracy, completeness, and compliance with quality standards.
• Monitor recorded calls via Balto and external call center systems to assess service quality and adherence to protocols.
• Process and document returned cases, recontact unresponsive claimants within SLAs, and update case viability in Salesforce and third-party platforms.
• Collaborate with Intake, QA, and Operations teams to identify trends and recommend process improvements.

Skills

Quality assurance

Call auditing

Salesforce

Litify

Five9

Attention to detail

Communication skills

Tools

Salesforce

Litify

Five9

Job description

Partner Company is a technology-driven legal intake firm operating in a remote-first environment. The team focuses on quality and process improvement, auditing intake cases and monitoring calls to ensure service standards are met.

We collaborate across Intake, QA, and Operations to identify trends and drive improvements, while maintaining strict SLAs and leveraging platforms like Salesforce/Litify/Five9 for case management.