Intake QA Specialist (LATAM)

About the role

Ovation Law Firm, a fast-growing consumer-focused law firm, is looking for a bilingual Quality Assurance Specialist to support its QA function within the Intake Department. Reporting to the QA Manager and working closely with Intake Leadership and Training, you will monitor and evaluate live and recorded intake calls, score them against predefined quality criteria and give clear, actionable feedback so that every client interaction meets firm standards from the first contact.

Key responsibilities

• Monitor and evaluate live and recorded intake calls for agent performance, script adherence and compliance.
• Score calls using predefined quality criteria and flag misleading statements, missed disclosures, compliance risks and deviations from firm standards.
• Provide feedback and coaching recommendations to the QA Manager, Intake Leadership and Training teams, and flag recurring errors and trends.
• Maintain detailed QA documentation, scorecards and audit trails, and track and report quality metrics and performance trends regularly.
• Support the development of QA guidelines, evaluation forms and scoring benchmarks, and take part in calibration sessions.

Required profile

• Bilingual (English/Spanish) at C1 level, with strong verbal and written communication in both languages.
• 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.
• Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace; availability during U.S. business hours (PST).
• Must have a laptop or desktop with at least 16GB RAM and an Intel Core i5 or higher, and a stable internet connection of at least 50 Mbps.

Required skills

• Call monitoring tools, CRM systems and spreadsheets for tracking and reporting.
• Proficiency in Microsoft Office, Slack and Google Workspace.
• Nice to have: experience with QA scorecards, evaluation frameworks or reporting dashboards, and familiarity with Salesforce, Five9 or similar CRM platforms.

What we offer

• $6 per hour, with competitive hourly pay based on skills and experience (full-time, 40 hours per week).
• 100% remote work environment.
• 6 paid time-off days per year.

This position is only open to candidates located in LATAM; resumes must be submitted in English.