Company Description Legal Intake Pros helps law firms make their visions 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 a Quality Assurance Training Manager. The Manager will be responsible for day-to-day tasks, including managing the company's Intake CoPilot Program training, quality control, and quality assurance. They will analyze data and utilize analytical skills to ensure efficient intake operations for Personal Injury Law Firms. The Manager 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 related content in support of 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. • Generate comprehensive reports detailing quality assurance findings, trends, root cause analysis, and improvement recommendations. • 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. • Establish a robust quality management framework, including assessment procedures, coaching cycles, and incentive programs, tailored to meet the specific needs of products, teams, and individuals. • 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, specifically tailored 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! Learn more: https://www.legalintakepros.com/pages/careers Qualifications: • Training Management and Training and Development skills • Prior experience in sales, marketing, or business development • Analytical Skills for data analysis • Quality Control and Quality Assurance experience • Excellent written and verbal communication skills • Ability to work independently and remotely • Experience in the legal industry is a plus • Bachelor's degree or rich experience in a related field • Proficiency in CRM software and Google Workspace • 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.) Compensation: $55,000 - $60,000

• 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 related content in support of 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. • Generate comprehensive reports detailing quality assurance findings, trends, root cause analysis, and improvement recommendations. • 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. • Establish a robust quality management framework, including assessment procedures, coaching cycles, and incentive programs, tailored to meet the specific needs of products, teams, and individuals. • 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, specifically tailored 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!Learn more: https://www.legalintakepros.com/pages/careers