RemoteGuatemala (remote) / Latin America (remote): Only candidates located in LATAM are eligible.
Customer Experience & SupportCustomer Experience
About the job
Requirements
At least 1 year of experience in quality assurance, call monitoring, or customer service auditing.
Strong verbal and written communication skills in English and Spanish at C1 level.
Ability to identify compliance risks and handle sensitive issues professionally and confidentially.
Experience providing structured, constructive feedback based on objective evaluation criteria.
Hands-on experience using call monitoring tools, CRM systems, and spreadsheets for tracking and reporting.
Proficiency with Microsoft Office, Slack, and Google Workspace.
Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
Must have a laptop or desktop computer with at least 16 GB RAM and an Intel Core i5 processor or higher.
Must have a stable internet connection with a minimum speed of 50 Mbps.
Availability to work during U.S. business hours (PST).
Willingness to use time-tracking software.
Responsibilities
Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence, and compliance.
Score calls using predefined quality criteria, ensuring consistency and objectivity in evaluations.
Ensure intake agents follow approved scripts, ask required qualifying questions, and provide accurate, compliant information to callers.
Identify misleading statements, missed disclosures, compliance risks, or deviations from firm standards.
Provide clear, actionable feedback and coaching recommendations to the QA Manager, Intake Leadership, and Training teams.
Flag recurring errors, trends, and systemic quality issues observed across intake calls.
Maintain detailed QA documentation, scorecards, and audit trails for completed evaluations.
Track and report quality metrics and performance trends to the QA Manager regularly.
Support the development and refinement of QA guidelines, evaluation forms, and scoring benchmarks.
Participate in calibration sessions to ensure alignment and consistency across the QA team.
Support continuous improvement initiatives within the Intake Department.
Desired Qualifications
Previous experience supporting legal teams or working in a law firm environment.
Experience with lemon law, consumer protection, or high-volume intake.
Experience with QA scorecards, evaluation frameworks, or reporting dashboards.
Familiarity with Salesforce, Five9, or similar CRM platforms.
About Us
Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong quality controls to ensure consistency, compliance, and excellence across every stage of the client lifecycle.
About the Role
We are seeking a motivated, detail-oriented Quality Assurance Specialist to support the firm’s QA function within the Intake Department. This role reports to the QA Manager and works closely with Intake Leadership and Training to ensure that every client interaction meets firm standards from the very first point of contact.
You will be responsible for monitoring and evaluating live and recorded intake calls, scoring interactions against predefined quality criteria and providing clear, actionable feedback to help intake agents continuously improve. Your work will directly impact compliance, client experience and the overall effectiveness of the intake process.
Strong English communication skills are essential for success in this role.
Key Responsibilities
Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence and compliance.
Score calls using predefined quality criteria, ensuring consistency and objectivity in all evaluations.
Ensure intake agents follow approved scripts, ask all required qualifying questions and provide accurate, compliant information to callers.
Identify misleading statements, missed disclosures, compliance risks or deviations from firm standards.
Provide clear, actionable feedback and coaching recommendations to the QA Manager, Intake Leadership and Training teams.
Flag recurring errors, trends, and systemic quality issues observed across intake calls.
Maintain detailed QA documentation, scorecards and audit trails for all evaluations completed.
Track and report quality metrics and performance trends to the QA Manager on a regular cadence.
Support the development and refinement of QA guidelines, evaluation forms and scoring benchmarks.
Participate in calibration sessions to ensure alignment and consistency across the QA team.
Support continuous improvement initiatives within the Intake Department.
Qualifications
Bilingual (English/Spanish) with strong verbal and written communication skills in both languages (C1 level).
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.
Strong analytical, listening, and critical-thinking skills with exceptional attention to detail.
Ability to identify compliance risks and handle sensitive issues with professionalism and confidentiality.
Experience providing structured, constructive feedback based on objective evaluation criteria.
Tech-savvy, with hands-on experience using call monitoring tools, CRM systems and spreadsheets for tracking and reporting. Proficient in Microsoft Office, Slack and Google Workspace.
Strong time management skills with the ability to work independently and manage multiple priorities.
Nice to Have
Previous experience supporting legal teams or working in a law firm environment.
Lemon law, consumer protection, or high-volume intake experience.
Experience with QA scorecards, evaluation frameworks, or reporting dashboards.
Familiarity with Salesforce, Five9 or similar CRM platforms.
Requirements
Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.
Must have a stable internet connection with a minimum speed of 50 Mbps.
Availability to work during U.S. business hours (PST).
Willingness to use time-tracking software.
What We Offer
Earn $5-$6/hour.
Competitive hourly pay based on skills and experience (full-time, 40 hours/week).
100% remote work environment.
6 paid time-off (PTO) days per year.
Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.
Long-term growth and stability in a high-impact operational role.
This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.