Job Description
Company Description
Legal Intake Pros helps law firms make their vision of a thriving law firm a reality through comprehensive services such as team training, intake management software setup, process development, and performance coaching.
Role Description
This is a full-time remote role for an experienced Intake Specialist. The Intake Success Coach will be responsible for day-to-day tasks, including training management, feedback on learner performance, quality control, and quality assurance. They will analyze data and utilize analytical skills to ensure efficient intake operations for Personal Injury Law Firms. The Intake Success Coach will also be responsible for training and development to enhance the team's performance in client acquisition and CRM best practices.
Responsibilities:
- Collaborating with cross-functional leaders, this role aims to strengthen employees' call quality performance and associated functions.
- Conduct calibration sessions, identify training gaps, and provide reports on call quality performance and the subsequent development, formalization, and management of onboarding, training, upskilling, and continuing education programs.
- Implement interdepartmental quality assurance support and training during nesting programs, create training guides, and create related content to support quality standards.
- Serve as a dedicated resource to the Operations Teams, responsible for facilitating onboarding, training, and nesting of team members on the phone system and applicable platforms.
- Oversee training and quality initiatives within the Operations Department, ensuring new hires receive hands-on support during their transition to live potential client service interactions, and KPIs are effectively met.
- Facilitate calibration sessions to ensure consistency in quality assessments, identify gaps, and deliver detailed reports on call quality performance.
- Implement quality standards by establishing formalized onboarding processes, creating training materials, developing Standard Operating Procedures (SOPs), and providing ongoing education to enhance the potential client service experience.
- Assess future and current training needs through job analysis, quality assurance monitoring, and collaboration with internal business partners on product-specific training requirements.
- Monitor and evaluate the effectiveness, success, and KPIs of quality and training programs periodically and report on them.
- Enhance, develop, and maintain facilitation guides, SOPs, and employees' soft skills related to quality standards, tailored explicitly for effective communication with potential clients via phone calls, email correspondence, and text messages.
- Serve as the primary advocate for quality, actively identifying coaching tactics and educational strategies to enhance performance, ensuring alignment and effectiveness across the workforce.
At Legal Intake Pros, we value diversity, creativity, and collaboration. Join us in our mission to revolutionize the legal intake industry and make a meaningful impact on the success of law firms and their clients. If you are passionate about compliance, quality control, and helping others succeed, we encourage you to apply for the Quality & Training Manager position today!
Qualifications:
- Prior experience as an intake specialist or in employment within a law firm, with a strong preference for personal injury law.
- Demonstrated experience in Training Management and Training and Development skills within a legal intake environment.
- Strong analytical skills for data analysis and quality control tailored to intake.
- Quality Control and Quality Assurance experience, specifically within legal intake processes.
- Prior experience in sales, marketing, or business development.
- Analytical Skills for data analysis.
- Excellent written and verbal communication skills.
- Ability to work independently and remotely.
- Bachelor's degree or rich experience in a related field.
- Ability to work independently and remotely, familiar with intake-related CRM software.
- Knowledge of legal intake processes and terminology is a plus.
- Commitment to upholding high standards of ethics and professionalism.
- Comfortable working in a remote environment and cloudless workspace (Zoom, Slack, Google Workspace, etc.).
About Company:
Why Join Legal Intake Pros?
At LIP, we value clarity, accountability, and innovation. This is a great opportunity for someone passionate about quality, intake excellence, and helping others improve performance. Join a team that is transforming the legal intake space and contributing directly to law firm growth and client success.
Benefits:
Upside Paid Time Off (PTO): Eligible after six months for vacation, personal reasons, plus 12 paid holidays and a holiday slowdown between Christmas and New Year's.Sick Days: Eligible after six months for illness, medical appointments, or caring for an ill family member.Innovation: Work in a collaborative and innovative environment.Flexibility: Enjoy flexible remote working arrangements.Professional Development: Company-sponsored courses, certifications, and training programs to encourage continuous learning and growth.Team Building Activities: Virtual events, workshops, and initiatives to strengthen team cohesion.
Job Tags
Full time, Remote work, Flexible hours,