Quality Assurance Specialist (Bilingual – Spanish/English) Personal injury at Get Linked up LLC

Quality Assurance Specialist (Bilingual – Spanish/English)

Personal Injury Law Firm

Location: 100% Remote
Schedule: Full-Time | Monday–Friday, 9:00 AM – 5:00 PM (Eastern Time)
Compensation: Competitive, based on experience

About the Role

We are seeking a detail-oriented and analytical Quality Assurance Specialist to support our Personal Injury Law Firm by monitoring and evaluating client intake communications. This role is critical in ensuring that all inbound and outbound calls meet firm standards, legal requirements, and established intake protocols.

The ideal candidate has a strong ear for detail, understands client empathy in high-stress situations, and can objectively evaluate performance while identifying opportunities for improvement.

Key Responsibilities

Monitor and evaluate inbound and outbound calls for compliance with firm standards, legal requirements, and intake protocols

Review recorded client calls for accuracy, professionalism, empathy, and adherence to approved scripts

Conduct mystery calls, posing as potential clients, to evaluate the overall intake experience and staff performance

Identify missed opportunities, errors, inconsistencies, and breakdowns in client communication

Ensure proper handling of sensitive and confidential client information

Document findings clearly and provide detailed feedback reports

Track trends, recurring issues, and areas needing improvement

Collaborate with leadership and training teams to improve call quality and intake performance

Qualifications

Bilingual: Fluent in English and Spanish (required)

Prior Quality Assurance, Call Monitoring, or Compliance experience required

Experience in a personal injury law firm, legal intake, or call center environment strongly preferred

Exceptional attention to detail and strong listening skills

Ability to evaluate calls objectively and consistently

Strong written communication and documentation skills

Comfortable working independently in a remote environment

Familiarity with CRM systems, call recording platforms, and QA scorecards is a plus

What We’re Looking For

This role is ideal for someone who:

Has a strong understanding of client-centered communication

Can identify subtle issues in tone, empathy, and compliance

Is proactive in spotting gaps and recommending improvements

Maintains confidentiality and professionalism at all times

Thrives in structured, process-driven environments

What We Offer

100% remote, full-time position

Consistent schedule: 9:00 AM – 5:00 PM ET

Competitive compensation

Stable work environment within a growing personal injury law firm

Opportunity to make a meaningful impact on client experience and firm performance