Intake QA Coordinator

About the role

The Intake QA Coordinator is responsible for ensuring the accuracy, consistency, and quality of the intake process. This role involves reviewing and auditing intake data, re-engaging unresponsive claimants, and supporting quality assurance initiatives across multiple platforms. The ideal candidate has strong attention to details, technical proficiency, and a proactive approach to maintaining intake accuracy and compliance.

Location: Remote - availability to work some evenings and weekends when needed. Initial training will be Monday through Friday for approximately for 2-3 weeks.

What you'll do

• Audit intake cases to ensure accuracy, completeness, and compliance with established criteria. 
• Review intake calls in Balto and external call center recordings to assess quality and adherence to protocols. 
• Process and log returned cases from clients with precision and efficiency.
• Proactively recontact unresponsive claimants within required service-level agreements (SLAs).
• Track and update case viability status in Salesforce and with third-party partners. 
• Ensure intake workflows align with QA standards and escalate inconsistencies when needed
• Work closely with Intake/QA and Operations to identify trends and suggest process improvements.

Qualifications

• Quality Assurance & Auditing: Experience in QA processes, including case review and call auditing.
• Technical Proficiency: Familiarity with Salesforce/Litify and Five9; experience with Balto, ClickUp, and Retool is a plus.
• Attention to detail: Ability to identify errors, inconsistencies, and missing information in intake cases. 
• Communication Skills: Strong Verbal and written communication for engaging claimants and collaborating with internal teams.
• Time Management & Organization: Ability to prioritize and manage multiple responsibilities efficiently. 
• Problem-Solving: Proactive approach to resolving intake inconsistencies and unresponsive claimants challenges. 
• Dependability & Initiative: Reliable in workflow execution and takes initiative in addressing quality concerns.

Preferred Qualifications

• Experience in a legal intake, customer service, or quality assurance role. 
• Knowledge of intake processes.
• Prior experience working with call centers.

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
• • medical (Aetna)
  • dental (Guardian)
  • vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
• • $500 free FSA company contribution, even if $0 employee contribution
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
• Unlimited paid time off with planned role/responsibilities coverage
• Wellhub wellness benefit — access to 20,000+ gyms, studios, and wellness apps, fully covered by the company
• Work from home equipment budget (at company's discretion)
• Forever remote work environment

Why Join Us?

At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast-paced environments and are driven, client-focused, and eager to contribute to our mission of connecting clients with top-tier legal representation. Are you ready to lead the next wave of growth in legal marketing? Apply today and help us transform access to justice!

Please note that you may receive emails on behalf of Tort Experts from no-reply@ats.rippling.com. This is not spam and has been sent from our HR/Payroll system, Rippling.

If you are selected to move forward in the process, we will contact you directly. We kindly ask that you do not reach out to inquire about the status of your application. Due to the volume of submissions, we are unable to respond to individual application status requests.

AA/EEO Statement:

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.