Quality Specialist, Member Intake

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $43k - $65k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PPLSI

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

PPLSI is a company dedicated to protecting and empowering individuals through affordable legal services and identity protection. Their mission is to provide equal access to justice and security for everyone, regardless of their background. PPLSI offers a range of services including identity protection, legal consultations, and privacy monitoring, aiming to simplify access to the legal system, which they describe as traditionally expensive and complex. With a significant impact demonstrated through savings for their members, PPLSI strives to be a disruptive force in the legal industry, akin to how major companies have transformed their respective fields.

📋 Description

• Support delivery and execution of quality assurance for the Member Intake team • Partner with the Training and Quality Manager to onboard new hires and deliver ongoing training • Conduct call audits using the approved QA scorecard • Provide objective, evidence-based scoring and written feedback • Identify individual and team-level trends in call handling, disposition accuracy, verification compliance, and member experience • Surface QA trends to Supervisors and the Training and Quality Manager • Participate in QA calibration sessions • Monitor use of the Primary + Secondary disposition framework and flag misuse patterns • Provide Supervisors with QA insights, sample calls, and skill-building resources for 1:1 coaching • Deliver direct coaching to agents on QA feedback • Support remediation, upskilling, and top-performer development • Contribute to weekly and monthly QA reports • Surface recurring member pain points and workflow gaps • Refine audit and coaching approaches based on outcomes, agent feedback, and manager guidance

🎯 Requirements

• 2+ years in a contact center or member services environment • Experience in a QA or team-lead capacity preferred • Familiarity with QA scorecards, call auditing, and structured feedback methods • Working knowledge of contact center telephony • Working knowledge of workforce management platforms (Workday or equivalent) • Working knowledge of CRM systems and QA tooling • Excellent written and verbal communication skills • Comfortable in front of a virtual classroom, on a 1:1 coaching call, and sharing insights with leadership • Highly organized and detail-oriented • Ability to manage multiple cohorts, curriculum updates, and QA cycles in parallel • Prior experience in a legal services, insurance, or member-benefits contact center preferred • Familiarity with LegalShield membership, intake workflows, or comparable member-benefit programs preferred • Instructional design or QA certification (ATD, CPTD, COPC, or equivalent) preferred • Bachelor's degree or equivalent experience preferred

🏖️ Benefits

• Medical, dental, and vision coverage • Company-paid short-term disability insurance • Company-paid basic life and AD&D insurance • 401(k) retirement plan with company match • Paid time off • Paid holidays • Paid sick leave • Paid parental leave • LegalShield and IDShield membership plans