[Hiring] Intake QA Coordinator @Tort Experts

Role Description

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 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

• Experience in QA processes, including case review and call auditing.
• Familiarity with Salesforce/Litify and Five9; experience with Balto, ClickUp, and Retool is a plus.
• Ability to identify errors, inconsistencies, and missing information in intake cases.
• Strong verbal and written communication for engaging claimants and collaborating with internal teams.
• Ability to prioritize and manage multiple responsibilities efficiently.
• Proactive approach to resolving intake inconsistencies and unresponsive claimants challenges.
• Reliable in workflow execution and takes initiative in addressing quality concerns.

Requirements

• 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.