Quality Specialist, Member Intake

Accountabilities

Quality Assurance and Call Auditing: Conduct regular call audits for individual agents using established quality assurance scorecards. Provide objective, evidence-based evaluations and clear written feedback while ensuring consistent assessment of call handling, disposition accuracy, verification compliance, and overall member experience.
Quality Standards and Calibration: Participate in quality calibration sessions with Supervisors and leadership to maintain fair, consistent scoring practices. Monitor adherence to the Primary and Secondary disposition framework and identify recurring errors or opportunities for improvement.
Agent Coaching and Development: Deliver direct coaching based on audit findings, helping agents understand performance gaps, recommended improvements, and the impact of their interactions on members. Support Supervisors with coaching resources, sample calls, and actionable insights for individual development, remediation, and advanced skill-building.
Onboarding and Training Support: Partner with the Training and Quality Manager to support new-hire onboarding, reinforce learning objectives, and improve agent readiness. Contribute to training activities and ongoing development initiatives that strengthen employee confidence, consistency, and proficiency.
Performance Reporting and Analysis: Contribute to weekly and monthly quality reports by identifying performance trends, recurring coaching needs, and recommended corrective actions. Use quality assurance and onboarding performance data to help evaluate progress and identify opportunities to reduce ramp-up time.
Continuous Improvement: Identify recurring member concerns, workflow gaps, and opportunities to improve service delivery. Share findings with the Training and Quality Manager and relevant stakeholders, and refine auditing and coaching approaches based on results, agent feedback, and management guidance.
Cross-Functional Collaboration: Maintain effective communication with Supervisors, training colleagues, and other teams to support consistent quality standards and a positive member experience across the organization.
Operational Readiness: Develop a thorough understanding of internal systems, disposition processes, quality assurance tools, and intake training materials. Establish a reliable audit cadence and build trust with agents through fair evaluations, constructive feedback, and active participation in virtual training and team communications.
Requirements
Professional Experience: At least two years of experience in a contact center or member services environment. Previous experience in quality assurance, call auditing, or a team-lead capacity is preferred.
Quality Assurance Expertise: Familiarity with quality scorecards, call monitoring, structured feedback, and performance evaluation methodologies.
Technical Proficiency: Working knowledge of contact center telephony systems, workforce management platforms such as Workday or equivalent tools, CRM systems, and quality assurance software.
Communication Skills: Excellent written and verbal communication skills, with the ability to deliver constructive feedback, facilitate virtual training sessions, coach agents one-on-one, and communicate findings effectively to leadership.
Analytical Skills: Ability to identify trends in call quality, recognize recurring performance issues, interpret quality assurance data, and translate findings into practical coaching and training recommendations.
Organization and Attention to Detail: Strong organizational skills and accuracy when managing multiple agent cohorts, audit cycles, training updates, and reporting deadlines simultaneously.
Coaching and Development: A supportive, growth-oriented mindset with the ability to help agents improve performance through clear expectations, constructive feedback, and actionable guidance.
Objectivity and Professional Judgment: Ability to evaluate calls consistently, fairly, and objectively while applying established standards and maintaining high-quality documentation.
Collaboration: Strong interpersonal skills and the ability to work effectively with Supervisors, training leaders, agents, and cross-functional colleagues in a virtual environment.
Member-Centered Approach: A commitment to understanding member needs and ensuring that quality standards and training practices contribute to positive service experiences.
Preferred Industry Experience: Experience in legal services, insurance, or member-benefits contact centers is an advantage. Familiarity with legal membership services, intake workflows, or comparable member-benefit programs is also desirable.
Preferred Certifications and Education: A bachelor's degree or equivalent professional experience is preferred. Instructional design or quality assurance certifications, such as ATD, CPTD, COPC, or equivalent credentials, are an additional advantage.
Location and Availability: Must be based in the United States and able to work remotely. Occasional travel to corporate offices or company events may be required based on business needs.
Benefits
Annual Salary: $43,000–$65,000, depending on qualifications, experience, and other relevant factors.
Remote Work: Fully remote position with the flexibility to work from anywhere in the United States.
Healthcare Coverage: Medical, dental, and vision insurance for eligible employees.
Disability and Life Insurance: Company-paid short-term disability coverage and basic life and accidental death and dismemberment (AD&D) insurance.
Retirement Planning: 401(k) retirement savings plan with a company match.
Paid Time Off: Paid time off, paid holidays, and paid sick leave.
Parental Leave: Paid parental leave to support eligible employees and their families.
Membership Benefits: Access to legal services and identity protection membership plans through LegalShield and IDShield, subject to eligibility.
Professional Development: Opportunities to strengthen quality assurance, coaching, analytical, and training skills through hands-on experience and collaboration with experienced team members.
Meaningful Impact: The opportunity to improve service quality, support employee development, and help deliver a more consistent and positive experience for members.