Job Description

Legal Intake Pros is seeking a Bilingual Intake Quality Analyst to join our Quality Assurance team. This remote role is crucial for evaluating call interactions of intake teams at law firms, ensuring high performance and client satisfaction. The analyst will prepare detailed reports, conduct root-cause analysis, and mentor junior staff on quality assurance best practices. Proficiency in Spanish and English, strong analytical skills, and experience in call center quality control are essential. Join us in our mission to optimize legal intake processes and support law firms in delivering exceptional service to their clients. Responsibilities:

• Evaluate the call interactions of intake teams at law firms to ensure high performance and client satisfaction according to Legal Intake Pros Quality Control standards.
• Prepare detailed reports and present quality control findings to intake coaches, client strategists, and other stakeholders.
• Conduct in-depth root-cause analysis of calls handled by the intake teams for our law firm clients to identify trends, patterns, and areas for improvement.
• Assess calls for opportunities to demonstrate empathy and emotional intelligence, ensuring the needs of the callers are effectively addressed.
• Prioritize and manage multiple intake tasks to ensure timely and efficient client processing.
• Mentor junior intake analysts and staff on Quality Assurance best practices and procedures.
• Assist in developing and implementing new client intake tools and related technologies.

Qualifications:

• Proven ability to identify process inefficiencies and implement effective improvements.
• Proficiency in relevant software and tools for data analysis and reporting.
• Strong analytical skills with experience in call center quality control analysis and interpretation.
• High level of emotional intelligence and empathy to accurately assess and address caller needs.
• Knowledge of legal intake processes and client management best practices.
• Experience in personal injury intake or personal injury intake quality control is a plus.
• Attention to detail.
• Bilingual proficiency in Spanish and English.

About Company: Legal Intake Pros is a dynamic and innovative company specializing in Intake Optimization for law firms. Our mission is to support law firms in providing exceptional service to their clients by optimizing their intake processes and ensuring compliance with industry standards. We achieve this through cutting-edge technology, expert coaching, and continuous quality control measures.

Job Tags

Remote job,

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