As a Quality Assurance Analyst at Legal Intake Pros, you will play a crucial role in upholding our high standards for law firm intake processes by performing Dashboard Nudges Audits and Unassociated Call Reviews, ensuring law firm intake teams meet lead management and call-handling standards. This role supports our Coaching and Quality Control Departments by driving actionable improvements based on data-driven audits and feedback. Responsibilities: Key Responsibilities: Call Review & Analysis • Conduct daily audits of unassociated calls and Dashboard Lead Docket Nudges Audits to assess lead management and task completion processes. • Identify the root cause of unassociated calls, such as missed lead creation or incorrect lead assignment. • Review audit findings to identify overdue tasks, incomplete follow-ups, or process gaps requiring corrective action. • Develop and implement nudge strategies to address non-compliance or incomplete updates, ensuring intake teams meet best practice standards. Feedback & Reporting • Provide detailed feedback to personal injury law firm intake specialists, addressing task management, lead creation, and call-handling skills. • Collaborate with the Quality Process team to develop comprehensive audit reports and dashboards that highlight actionable insights. • Support intake teams in understanding and implementing recommended improvements based on audit findings. Recommendation Development • Create tailored Call Handling Recommendations and Real Caller Observations. • Develop Nudges Recommendations for intake specialists to address specific dashboard issues, ensuring continued follow-up and lead closure. • Collaborate with the Coaching Department to ensure feedback aligns with training goals and client expectations. Process Improvement • Identify trends and recurring issues in call handling, proposing systemic improvements. • Propose enhancements to the Nudge Audit framework and reporting standards to optimize feedback loops. • Work with Quality Process Managers to refine audit processes and reporting standards. Qualifications: • Experience in call auditing, quality control, or a similar role. • Strong attention to detail with the ability to provide constructive feedback. • Excellent communication and analytical skills. • Proficiency in using call tracking tools like CallRail or CallTrackingMetrics. • Ability to work independently while collaborating effectively with cross-functional teams. • Detail-oriented with a high level of accuracy in work. • Bilingual in Spanish and English. Compensation: $8 - $10 hourly

• Key Responsibilities:Call Review & Analysis • Conduct daily audits of unassociated calls and Dashboard Lead Docket Nudges Audits to assess lead management and task completion processes. • Identify the root cause of unassociated calls, such as missed lead creation or incorrect lead assignment. • Review audit findings to identify overdue tasks, incomplete follow-ups, or process gaps requiring corrective action. • Develop and implement nudge strategies to address non-compliance or incomplete updates, ensuring intake teams meet best practice standards.Feedback & Reporting • Provide detailed feedback to personal injury law firm intake specialists, addressing task management, lead creation, and call-handling skills. • Collaborate with the Quality Process team to develop comprehensive audit reports and dashboards that highlight actionable insights. • Support intake teams in understanding and implementing recommended improvements based on audit findings.Recommendation Development • Create tailored Call Handling Recommendations and Real Caller Observations. • Develop Nudges Recommendations for intake specialists to address specific dashboard issues, ensuring continued follow-up and lead closure. • Collaborate with the Coaching Department to ensure feedback aligns with training goals and client expectations.Process Improvement • Identify trends and recurring issues in call handling, proposing systemic improvements. • Propose enhancements to the Nudge Audit framework and reporting standards to optimize feedback loops. • Work with Quality Process Managers to refine audit processes and reporting standards.