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.