Intake QA Specialist, LATAM

Ovation Law Firm

Quality Assurance Specialist supporting QA function in the Intake Department at consumer-focused law firm. Evaluating intake calls and providing feedback for compliance and improvement.

Posted 7/11/2026full-timeRemote • 🇬🇹 GuatemalaJunior💰 $5 - $6 per hourWebsite

About the role

Key responsibilities & impact

Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence and compliance.
Score calls using predefined quality criteria, ensuring consistency and objectivity in all evaluations.
Ensure intake agents follow approved scripts, ask all required qualifying questions and provide accurate, compliant information to callers.
Identify misleading statements, missed disclosures, compliance risks or deviations from firm standards.
Provide clear, actionable feedback and coaching recommendations to the QA Manager, Intake Leadership and Training teams.
Flag recurring errors, trends, and systemic quality issues observed across intake calls.
Maintain detailed QA documentation, scorecards and audit trails for all evaluations completed.
Track and report quality metrics and performance trends to the QA Manager on a regular cadence.
Support the development and refinement of QA guidelines, evaluation forms and scoring benchmarks.
Participate in calibration sessions to ensure alignment and consistency across the QA team.
Support continuous improvement initiatives within the Intake Department.

Requirements

What you’ll need

Bilingual (English/Spanish) with strong verbal and written communication skills in both languages (C1 level).
At least 1 year of experience in quality assurance, call monitoring or customer service auditing, preferably in a law firm, call center or regulated environment.
Strong analytical, listening, and critical-thinking skills with exceptional attention to detail.
Ability to identify compliance risks and handle sensitive issues with professionalism and confidentiality.
Experience providing structured, constructive feedback based on objective evaluation criteria.
Tech-savvy, with hands-on experience using call monitoring tools, CRM systems 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 manage multiple priorities.

Benefits

Comp & perks

100% remote work environment
6 paid time-off (PTO) days per year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality AssuranceCall MonitoringCustomer Service AuditingCompliance Risk IdentificationFeedback ProvisionPerformance Metrics Tracking

Soft Skills

Analytical SkillsCritical ThinkingTime ManagementProfessionalismConfidentiality