Intake QA Coordinator

About the role

Tort Experts is a legal case acquisition marketing company that connects injured claimants with law firms. The Intake QA Coordinator ensures the accuracy, consistency and quality of the intake process by reviewing and auditing intake data, re-engaging unresponsive claimants and supporting quality assurance across several platforms. The position is remote, with availability for some evenings and weekends when needed, and initial training runs Monday to Friday for about 2-3 weeks.

Key responsibilities

• Audit intake cases for accuracy, completeness and compliance with established criteria
• Review intake calls in Balto and external call center recordings to check quality and protocol adherence
• Process and log returned cases from clients accurately and efficiently
• Proactively recontact unresponsive claimants within required SLAs
• Track and update case viability status in Salesforce and with third-party partners
• Ensure intake workflows follow QA standards and escalate inconsistencies
• Work with Intake/QA and Operations to spot trends and suggest process improvements

Required profile

• Experience in QA processes, including case review and call auditing
• Attention to detail and ability to spot errors and missing information in intake cases
• Strong verbal and written communication, time management and problem-solving skills
• Preferred: experience in legal intake, customer service or quality assurance, and prior call center work

Required skills

• Familiarity with Salesforce/Litify and Five9
• Experience with Balto, ClickUp and Retool is a plus

What we offer

• Uncapped quarterly profit-sharing bonuses
• Company-paid health, dental and vision insurance for US-based employees
• 401k with full company match of up to 6% of salary
• HSA/FSA matching and a $500 free FSA contribution
• Unlimited paid time off and a Wellhub wellness benefit
• Remote work environment and a work-from-home equipment budget