Intake QA Coordinator

Accountabilities: You will support the quality and reliability of the intake process by reviewing case information, monitoring communications, and coordinating follow-up activities. Your responsibilities will include: Audit intake cases to verify accuracy, completeness, and compliance with established criteria. Review intake calls through Balto and external call center recordings to assess service quality and adherence to protocols. Process and accurately document cases returned by clients. Proactively recontact unresponsive claimants within the required service-level agreements (SLAs). Track and update case viability statuses in Salesforce and across third-party partner platforms. Ensure intake workflows comply with quality assurance standards and escalate inconsistencies when necessary. Collaborate with Intake, QA, and Operations teams to identify trends, address recurring issues, and recommend process improvements. Requirements The ideal candidate is detail-oriented, organized, and comfortable working across multiple systems while managing competing priorities. They should bring strong communication skills, sound judgment, and a proactive approach to maintaining quality and resolving intake issues. Key qualifications include: Experience with quality assurance processes, including case reviews and call auditing. Familiarity with Salesforce or Litify and Five9. Experience with Balto, ClickUp, or Retool is a plus. Strong attention to detail and the ability to identify errors, inconsistencies, and missing information in case records. Excellent verbal and written communication skills for engaging claimants and collaborating with internal teams. Strong organizational and time-management skills, with the ability to prioritize multiple responsibilities efficiently. Proactive problem-solving skills and the ability to address intake inconsistencies and challenges involving unresponsive claimants. Dependability, initiative, and consistency in executing established workflows. Availability to work some evenings and weekends when needed. Ability to complete an initial training period of approximately 2–3 weeks, scheduled Monday through Friday. Preferred qualifications: Previous experience in legal intake, customer service, or quality assurance. Knowledge of legal intake processes. Previous experience working with call centers. Benefits Uncapped quarterly profit-sharing bonuses based on company performance. Fully remote work environment. Unlimited paid time off, with planned coverage for role responsibilities. Company-covered Wellhub wellness benefit, providing access to more than 20,000 gyms, studios, and wellness apps. Work-from-home equipment budget, subject to company discretion. Opportunities to contribute to process improvements and grow within a collaborative, fast-paced environment. For US-based employees only: 100% company-paid monthly premiums for medical insurance through Aetna and dental and vision insurance through Guardian, including coverage for dependents. For US-based employees only: 100% company match on employee contributions to HSA or FSA plans, plus a $500 company FSA contribution even without employee contributions. For US-based employees only: 401(k) plan with a full company match of up to 6% of salary and no vesting period.