Ovation Law Firm
11 - 50 employees
Founded 2023
👥 B2C
B2C
Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.
Intake QA Specialist, LATAM
🔥 0 minutes ago
🇬🇹 Guatemala – Remote
💵 $5 - $6 / hour
⏰ Full Time
🟢 Junior
🔧 QA Engineer (Quality Assurance)
🚫👨🎓 No degree required
🗣️🇪🇸 Spanish Required
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Ovation Law Firm
11 - 50 employees
Founded 2023
👥 B2C
B2C
Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.
📋 Description
• 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
• 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
• 100% remote work environment • 6 paid time-off (PTO) days per year
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