{"id":2101908,"url":"https://alion.io/job/pplsi-quality-specialist-member-intake","title":"Quality Specialist, Member Intake","company":{"id":3089127,"name":"Pplsi","domain":"pplsi.com","url":"https://alion.io/company/pplsi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":43000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T18:54:07Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-29T07:21:36Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Job Summary:\nPosition SummaryThe 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.\nThis 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.\nResponsibilities:\nKey Responsibilities\n1. Quality Assurance and Call Auditing\nConduct a defined volume of call audits per agent per week/month using the approved QA scorecard.\nProvide objective, evidence-based scoring and clear written feedback on each audit.\nIdentify 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.\nParticipate in QA calibration sessions to ensure scoring stays consistent and fair across the team.\nMonitor accurate use of the Primary + Secondary disposition framework and flag misuse patterns.\n2. Coaching Support\nServe as a coaching partner to Supervisors, providing them with QA insights, sample calls, and skill-building resources they can use in 1:1s.\nDeliver 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.\nSupport Supervisors in delivering coaching for remediation, upskilling, and top-performer development.\n3. Reporting and Continuous Improvement\nContribute to weekly and monthly QA reports, highlighting trends, coaching themes, and recommended actions.\nSurface recurring member pain points and workflow gaps identified through QA and share them with the Training and Quality Manager.\nContinuously refine your own delivery and audit approach based on outcomes, agent feedback, and manager guidance.\nRequired Qualifications\n2+ years in a contact center / member services environment, with experience in a QA, or team-lead capacity preferred.\nFamiliarity with QA scorecards, call auditing, and structured feedback methods.\nWorking knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling.\nExcellent written and verbal communication skills; comfortable in front of a virtual classroom, on a 1:1 coaching call, and sharing insights with leadership.\nHighly organized and detail-oriented, able to manage multiple cohorts, curriculum updates, and QA cycles in parallel.\nPreferred Qualifications\nPrior experience in a legal services, insurance, or member-benefits contact center.\nFamiliarity with LegalShield membership, intake workflows, or comparable member-benefit programs.\nInstructional design or QA certification (ATD, CPTD, COPC, or equivalent).\nBachelor’s degree or equivalent experience.\nCore Competencies\nObjective Judgment - evaluates calls with consistency, fairness, and evidence\nCoaching Mindset - treats every QA session and training moment as a development opportunity\nData Awareness - turns QA and ramp data into concrete coaching and curriculum recommendations\nCollaboration - partners fluidly with Supervisors, the Training and Quality Manager, and cross-functional teams\nMember-First Thinking - every scorecard criterion and training module routes back to the member experience\nSuccess in the First 90 Days\nFully onboarded to WD, the disposition framework, the Connection Hub, QA tooling, and the full library of intake training materials.\nEstablished a consistent QA audit cadence and delivered a first pass of individual coaching feedback for every direct-supported agent.\nParticipated in QA calibration sessions with Supervisors and leadership.\nBuilt early trust with agents through fair scoring, specific coaching, and a consistent, visible presence in team communication channels and virtual training sessions.\nAdditional Information:\nLocation: Remote - United States\nWork Arrangement: This position is fully remote. Occasional travel to corporate offices or company events may be required based on business needs.\nDepartment:\nEmployment Type: FT\nFLSA: Non-exempt\nApplication deadline: This posting is anticipated to close on November 1, 2026\nCompensation: $43,000 - $65,000\nBenefits:\nLegalShield 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.\nLocation:\nRemote Job PostingDepartment:\n3372 Blue Ocean - Member Intake ServicesTime Type:\nFull timeCommitment to Equal Opportunity\nPPLSI 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.\nIf you require a reasonable accommodation to complete the application process, please contact Human Resources at: .","description_format":"text","description_chars":6101,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Company events","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T18:54:07Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.741,"p_room":0.75,"age_days":20,"expected_fill_days":26,"reasons":["conf:9","win:late"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":65000,"is_top_pay":false},"html_url":"https://alion.io/job/pplsi-quality-specialist-member-intake","json_url":"https://alion.io/job/pplsi-quality-specialist-member-intake.json","meta":{"generated_at":"2026-10-29T18:05:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26847,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3089127},"rest":"https://alion.io/mcp/rest/get_company?id=3089127"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpplsi-quality-specialist-member-intake"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpplsi-quality-specialist-member-intake"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpplsi-quality-specialist-member-intake"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pplsi-quality-specialist-member-intake\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpplsi-quality-specialist-member-intake"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2101908}},{"tool":"search_jobs","arguments":{"company":"pplsi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2101908},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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