Quality Specialist, Member Intake

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

📋 Description

• Assist in the delivery and implementation of quality assurance for the Member Intake team.

• Collaborate with the Training and Quality Manager to onboard new team members and provide ongoing training.

• Execute call audits utilizing the approved QA scorecard.

• Offer objective, evidence-based evaluations and documented feedback.

• Detect trends at both individual and team levels regarding call handling, disposition accuracy, verification compliance, and member experience.

• Highlight QA trends to Supervisors and the Training and Quality Manager.

• Engage in QA calibration sessions.

• Oversee the application of the Primary + Secondary disposition framework and alert on misuse patterns.

• Supply Supervisors with QA insights, sample calls, and resources for skill development during 1:1 coaching.

• Provide direct coaching to agents based on QA feedback.

• Assist in remediation, upskilling, and the development of top performers.

• Contribute to the creation of weekly and monthly QA reports.

• Identify recurring member issues and gaps in workflow.

• Enhance audit and coaching methods based on results, agent input, and manager advice.

⛳️ Requirements

• A minimum of 2 years’ experience in a contact center or member services setting.

• Preferably experienced in a QA or team-lead role.

• Knowledge of QA scorecards, call auditing, and structured feedback methodologies.

• Familiarity with contact center telephony systems.

• Understanding of workforce management platforms (such as Workday or similar).

• Proficiency in CRM systems and QA tools.

• Exceptional written and verbal communication skills.

• Comfortable leading virtual classrooms, conducting 1:1 coaching sessions, and presenting insights to leadership.

• Highly organized with a strong attention to detail.

• Capable of managing multiple cohorts, curriculum updates, and QA cycles concurrently.

• Previous experience in a legal services, insurance, or member-benefits contact center is preferred.

• Familiarity with LegalShield membership, intake workflows, or similar member-benefit programs is a plus.

• Preferred certification in instructional design or QA (such as ATD, CPTD, COPC, or equivalent).

• A Bachelor's degree or equivalent experience is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Company-funded short-term disability coverage.

• Company-paid basic life and AD&D insurance.

• 401(k) retirement plan with company matching.

• Paid time off.

• Paid holidays.

• Paid sick leave.

• Paid parental leave.

• Membership plans for LegalShield and IDShield.