Remote QA Specialist – Member Intake & Coaching

LegalShield; United States; Remote; USD 43,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan with company 1:

Paid time off

Paid holidays

Paid sick leave

Paid parental leave

IDShield and LegalShield membership

Job summary

LegalShield is seeking a Quality Specialist for the Member Intake team. The role collaborates with Training and Quality leadership to onboard new hires, perform audits, and coach agents to improve ramp time and QA scores.

The position is fully remote within the United States, with occasional travel as needed. Strong communication, organization, and CRM skills are essential to drive consistent member experiences.

Qualifications

• 2+ years in a contact center or member services QA or team lead role.
• Experience with QA scorecards, call auditing, and structured feedback.
• Familiarity with contact center telephony and CRM systems.
• Excellent written and verbal communication; ability to coach and train remotely.
• Bachelor’s degree or equivalent experience is preferred.

Responsibilities

• Quality Assurance and Call Auditing: conduct defined call audits, provide evidence-based scoring and feedback.
• Coaching Support: work with Supervisors, deliver 1:1 coaching and remediation support.
• Reporting and Continuous Improvement: contribute to QA reports and surface trends for action.

Skills

Quality assurance

Call auditing

Coaching

Training coordination

CRM systems

Written & verbal communication

Organization & detail orientation

Education

Bachelor’s degree or equivalent experience

QA certification (ATD, CPTD, COPC, or equivalent)

Tools

Workday

QA tooling

LMS/TLMS

Job description

LegalShield is seeking a Quality Specialist for the Member Intake team. The role collaborates with Training and Quality leadership to onboard new hires, perform audits, and coach agents to improve ramp time and QA scores.

The position is fully remote within the United States, with occasional travel as needed. Strong communication, organization, and CRM skills are essential to drive consistent member experiences.