Quality Specialist, Member Intake

Job Summary:

The Quality Specialist, Member Intake supports the delivery of and the execution of quality assurance for the Member Intake team. This role partners closely with the Training and Quality Manager to onboard new hires, deliver ongoing, conduct call audits, and provide coaching insights to Supervisors that raise the proficiency, confidence, and consistency of every agent on the team.

This is a hands-on role that spans live-call quality, auditing calls to the defined scorecard, and continuously reinforcing the standards that shape our members’ experience. Success is measured by the impact on new-hire ramp time, individual and team QA scores, and the overall consistency of the member experience across all states.

Responsibilities:

Key Responsibilities

1. Quality Assurance and Call Auditing

Conduct a defined volume of call audits per agent per week/month using the approved QA scorecard.

Provide objective, evidence-based scoring and clear written feedback on each audit.

Identify individual and team-level trends in call handling, disposition accuracy, verification compliance, and member experience - and surface those trends to Supervisors and the Training and Quality Manager.

Participate in QA calibration sessions to ensure scoring stays consistent and fair across the team.

Monitor accurate use of the Primary + Secondary disposition framework and flag misuse patterns.

2. Coaching Support

Serve as a coaching partner to Supervisors, providing them with QA insights, sample calls, and skill-building resources they can use in 1:1s.

Deliver direct coaching to agents on QA feedback, ensuring they understand not just what to change but why it matters to the member and to their own growth.

Support Supervisors in delivering coaching for remediation, upskilling, and top-performer development.

3. Reporting and Continuous Improvement

Contribute to weekly and monthly QA reports, highlighting trends, coaching themes, and recommended actions.

• Surface recurring member pain points and workflow gaps identified through QA and share them with the Training and Quality Manager.

• Continuously refine your own delivery and audit approach based on outcomes, agent feedback, and manager guidance.

Required Qualifications

• 2+ years in a contact center / member services environment, with experience in a QA, or team-lead capacity preferred.

• Familiarity with QA scorecards, call auditing, and structured feedback methods.

• Working knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling.

• Excellent written and verbal communication skills; comfortable in front of a virtual classroom, on a 1:1 coaching call, and sharing insights with leadership.

• Highly organized and detail-oriented, able to manage multiple cohorts, curriculum updates, and QA cycles in parallel.

Preferred Qualifications

• Prior experience in a legal services, insurance, or member-benefits contact center.

• Familiarity with LegalShield membership, intake workflows, or comparable member-benefit programs.

• Instructional design or QA certification (ATD, CPTD, COPC, or equivalent).

• Bachelor’s degree or equivalent experience.

Core Competencies

• Objective Judgment - evaluates calls with consistency, fairness, and evidence

• Coaching Mindset - treats every QA session and training moment as a development opportunity

• Data Awareness - turns QA and ramp data into concrete coaching and curriculum recommendations

• Collaboration - partners fluidly with Supervisors, the Training and Quality Manager, and cross-functional teams

• Member-First Thinking - every scorecard criterion and training module routes back to the member experience

Success in the First 90 Days

• Fully onboarded to WD, the disposition framework, the Connection Hub, QA tooling, and the full library of intake training materials.

• Established a consistent QA audit cadence and delivered a first pass of individual coaching feedback for every direct-supported agent.

• Participated in QA calibration sessions with Supervisors and leadership.

• Built early trust with agents through fair scoring, specific coaching, and a consistent, visible presence in team communication channels and virtual training sessions.

Additional Information:

Location: Remote - United States

Work Arrangement: This position is fully remote. Occasional travel to corporate offices or company events may be required based on business needs.

Department:

Employment Type: FT

FLSA: Non-exempt

Application deadline: This posting is anticipated to close on November 1, 2026

Compensation: $43,000 - $65,000

Benefits:

LegalShield offers eligible employees a comprehensive benefits package that includes medical, dental, and vision coverage; company-paid short-term disability and basic life and AD&D insurance; a 401(k) retirement plan with company match; paid time off, paid holidays, paid sick leave, and paid parental leave; and LegalShield and IDShield membership plans. Additional benefits may apply based on position and eligibility.

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Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].