Intake QA Specialist, LATAM

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Oversee and assess both live and recorded intake calls to evaluate agent performance, adherence to scripts, and compliance.

• Rate calls based on established quality standards, ensuring evaluations are consistent and objective.

• Confirm that intake agents follow sanctioned scripts, pose all necessary qualifying questions, and deliver accurate, compliant information to callers.

• Detect misleading statements, overlooked disclosures, compliance risks, or deviations from company standards.

• Offer clear, actionable feedback and coaching suggestions to the QA Manager, Intake Leadership, and Training teams.

• Highlight recurring mistakes, trends, and systemic quality issues identified during intake calls.

• Maintain thorough QA documentation, including scorecards and audit trails for all evaluations conducted.

• Regularly track and report quality metrics and performance trends to the QA Manager.

• Aid in the development and enhancement of QA guidelines, evaluation forms, and scoring benchmarks.

• Engage in calibration sessions to ensure consistency and alignment within the QA team.

• Contribute to continuous improvement initiatives within the Intake Department.

⛳️ Requirements

• Bilingual (English/Spanish) with strong verbal and written communication skills in both languages (C1 level).

• A minimum of 1 year of experience in quality assurance, call monitoring, or customer service auditing, ideally within a law firm, call center, or regulated environment.

• Excellent analytical, listening, and critical-thinking abilities with a keen attention to detail.

• Capability to recognize compliance risks and manage sensitive issues with professionalism and confidentiality.

• Experience providing structured, constructive feedback based on objective evaluation standards.

• Tech-savvy, with practical experience using call monitoring systems, CRM platforms, and spreadsheets for tracking and reporting.

• Proficient in Microsoft Office, Slack, and Google Workspace.

• Strong time management skills with the ability to work independently and juggle multiple priorities.

🏝️ Benefits

• 100% remote work environment

• 6 paid time-off (PTO) days per year