At Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.
Joining Tort Experts means becoming part of a dynamic team that is passionate about making a meaningful impact. We pride ourselves on fostering a collaborative environment where creativity thrives, and every team member plays a vital role in connecting qualified claimants with the representation they deserve. If you’re looking for a workplace where your contributions can truly make a difference, and where innovation meets purpose, Tort Experts is the perfect place for you.
About the role
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.
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
- Quality Assurance & Auditing: Experience in QA processes, including case review and call auditing.
- Technical Proficiency: Familiarity with Salesforce/Litify and Five9; experience with Balto, ClickUp, and Retool is a plus.
- Attention to detail: Ability to identify errors, inconsistencies, and missing information in intake cases.
- Communication Skills: Strong Verbal and written communication for engaging claimants and collaborating with internal teams.
- Time Management & Organization: Ability to prioritize and manage multiple responsibilities efficiently.
- Problem-Solving: Proactive approach to resolving intake inconsistencies and unresponsive claimants challenges.
- Dependability & Initiative: Reliable in workflow execution and takes initiative in addressing quality concerns.
Preferred Qualifications
- 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
- Work from home equipment budget (at company's discretion)
- Forever remote work environment