Quality Assurance Specialist (Bilingual - Spanish/English) …, Medellín

Locationmedellin, Colombia# Quality Assurance Specialist (Bilingual – Spanish/English) Personal injury at Get Linked up LLCLocationmedellin, ColombiaSalary$6
- $10 /hourJob TypeFull-timeDate PostedJanuary 8th, 2026Apply Now## **Quality Assurance Specialist (Bilingual – Spanish/English)****Personal Injury Law Firm****Location:** 100% Remote **Schedule:** Full-Time | Monday–Friday, **9:00 AM – 5:00 PM (Eastern Time)** **Compensation:** Competitive, based on experience### **About the Role**We are seeking a detail-oriented and analytical **Quality Assurance Specialist** to support our Personal Injury Law Firm by monitoring and evaluating client intake communications. This role is critical in ensuring that all inbound and outbound calls meet firm standards, legal requirements, and established intake protocols.The ideal candidate has a strong ear for detail, understands client empathy in high-stress situations, and can objectively evaluate performance while identifying opportunities for improvement.### ### ### **Key Responsibilities**Monitor and evaluate inbound and outbound calls for compliance with firm standards, legal requirements, and intake protocolsReview recorded client calls for **accuracy, professionalism, empathy, and adherence to approved scripts**Conduct **mystery calls**, posing as potential clients, to evaluate the overall intake experience and staff performanceIdentify missed opportunities, errors, inconsistencies, and breakdowns in client communicationEnsure proper handling of sensitive and confidential client informationDocument findings clearly and provide detailed feedback reportsTrack trends, recurring issues, and areas needing improvementCollaborate with leadership and training teams to improve call quality and intake performance### ### **Qualifications****Bilingual: Fluent in English and Spanish (required)**Prior Quality Assurance, Call Monitoring, or Compliance experience requiredExperience in a **personal injury law firm, legal intake, or call center environment** strongly preferredExceptional attention to detail and strong listening skillsAbility to evaluate calls objectively and consistentlyStrong written communication and documentation skillsComfortable working independently in a remote environmentFamiliarity with CRM systems, call recording platforms, and QA scorecards is a plus### ### **What We’re Looking For**This role is adecuado for someone who:Has a strong understanding of client-centered communicationCan identify subtle issues in tone, empathy, and complianceIs proactive in spotting gaps and recommending improvementsMaintains confidentiality and professionalism at all timesThrives in structured, process-driven environments### ### **What We Offer**100% remote, full-time positionConsistent schedule: 9:00 AM – 5:00 PM ETCompetitive compensationStable work environment within a growing personal injury law firmOpportunity to make a meaningful impact on client experience and firm performance #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b51eo