Intake QA Specialist (LATAM)

About Us Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong quality controls to ensure consistency, compliance, and excellence across every stage of the client lifecycle. About the Role We are seeking a motivated, detail-oriented Quality Assurance Specialist to support the firm’s QA function within the Intake Department. This role reports to the QA Manager and works closely with Intake Leadership and Training to ensure that every client interaction meets firm standards from the very first point of contact. You will be responsible for monitoring and evaluating live and recorded intake calls, scoring interactions against predefined quality criteria and providing clear, actionable feedback to help intake agents continuously improve. Your work will directly impact compliance, client experience and the overall effectiveness of the intake process. Strong English communication skills are essential for success in this role. Key Responsibilities Monitor and evaluate live and recorded intake calls to assess agent performance, script adherence and compliance. Score calls using predefined quality criteria, ensuring consistency and objectivity in all evaluations. Ensure intake agents follow approved scripts, ask all required qualifying questions and provide accurate, compliant information to callers. Identi