Role Overview:

The Audit and Compliance Specialist will provide critical services to ensure Quintessa's call

center provides best in class customer service and complies Quintessa's criteria for qualifying

accident victims for potential legal representation. This position requires a proactive and

confident approach, with a focus on efficiency, independent analysis using specific criteria, as

well as effective and clear communication. The role involves real-time analysis and feedback,

with measurable goals related to efficiency and effectiveness.

This position requires a high-energy, motivated mindset, with the ability to thrive in a fast-

paced, dynamic environment where results and resilience are key to success.

Primary Responsibilities:

● Review and grade call recordings:

Listen to and grade call recordings according to a specific set of grading criteria.

● Provide analysis and feedback regarding live calls:

Listen to live calls being conducted and provide feedback regarding compliance with set

criteria and areas for improvement for customer service and call clarity.

● Policy and Procedure Adherence:

Ensuring that agents adhere to established policies and procedures related to customer

service, compliance, and data protection.

● Feedback and Coaching:

Providing constructive feedback to managers, highlighting agent strengths and offering

personalized coaching to improve skills.

Skills and Competencies:

● Strong initiative and the ability to stay proactive in high-volume, fast-paced situations

● Confident communication style with strong listening skills

● Ability to navigate systems, search data, and identify issues and/or problems and needs

quickly

● Ability to conduct independent analysis using a specified set of criteria and applying that

criteria to new and unique fact patterns

● Effective multitasking and the ability to type notes while actively listening to calls

Qualifications:

● Required:

○ High School diploma, GED, or equivalent

○ Proficiency in basic computer operations, including Gmail and Excel/Google

Sheets

○ Strong typing and data entry skills

○ Ability to listen, analyze, and respond quickly during live conversations

○ Maintain a reliable and consistent attendance record

● Preferred:

○ Previous experience in an audit or compliance role

○ Experience in high-volume call environments or legal services

○ Fluency in English and Spanish