The Data Analyst is responsible for transforming operational and quality assurance data into actionable business insights that improve the performance of the Intake Department.
This role combines:
- Data analysis
- Quality assurance
- Business reporting
- Process improvement
- Performance coaching support
The ideal candidate possesses advanced Microsoft Excel skills, exceptional analytical thinking, and an outstanding customer service mindset. They are comfortable working with large datasets, identifying operational trends, developing executive-level reports, and recommending improvements that positively impact both customer experience and team performance.
This position works closely with Intake Leadership to support data-driven decision-making and continuous operational improvement.
Key Responsibilities
Data Analysis & Reporting
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Analyze large operational datasets to identify trends, patterns, and performance opportunities.
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Conduct research and translate complex data into actionable business insights.
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Build and maintain executive dashboards and recurring reports.
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Utilize advanced Microsoft Excel features, including:
- Power Query
- Pivot Tables
- XLOOKUP
- VLOOKUP
- INDEX/MATCH
- Conditional Formatting
- Advanced formulas
- Data validation
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Track departmental KPIs and identify risks, trends, and opportunities.
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Prepare executive summaries and visual reports for leadership.
Quality Assurance & Performance Analysis
- Conduct quality assurance reviews of intake calls and case documentation.
- Evaluate customer interactions for professionalism, empathy, accuracy, and compliance.
- Ensure adherence to departmental standards, scripts, and best practices.
- Identify recurring quality trends and coaching opportunities.
- Support calibration efforts to ensure scoring consistency.
- Recommend corrective actions based on audit findings.
Process Improvement
- Analyze operational workflows to identify inefficiencies.
- Recommend improvements supported by quantitative data.
- Assist leadership with implementing process enhancements.
- Monitor and report on the effectiveness of operational changes.
- Support continuous improvement initiatives across the Intake Department.
Customer Experience Analysis
- Evaluate customer service quality throughout the intake process.
- Identify behaviors that positively or negatively impact client satisfaction.
- Recommend improvements that strengthen the client experience.
- Promote a customer-first culture through data-driven recommendations.
Communication & Collaboration
- Develop professional PowerPoint presentations for leadership meetings, operational reviews, and training sessions.
- Clearly communicate findings and recommendations to managers and supervisors.
- Participate in department meetings, calibration sessions, and performance reviews.
- Collaborate with leadership to improve team performance through data insights.
- Maintain confidentiality while representing our client's values and commitment to exceptional client service.
Qualifications
Required
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Outstanding customer service attitude with a genuine passion for helping people.
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Excellent written and verbal communication skills.
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Advanced Microsoft Excel proficiency, including:
- Power Query
- Pivot Tables
- XLOOKUP
- VLOOKUP
- INDEX/MATCH
- Conditional Formatting
- Advanced formulas
- Data validation
- Data analysis and reporting
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Strong analytical and critical thinking skills.
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Experience working with large datasets.
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Experience creating dashboards and executive reports.
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Experience conducting Quality Assurance reviews or performance evaluations.
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Advanced Microsoft PowerPoint skills.
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Excellent attention to detail and organizational skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Fluent English.
Preferred
- Previous experience in the legal industry.
- Experience in call center or intake quality assurance.
- Experience with Clio Manage or Clio Grow.
- Experience using AI productivity tools such as ChatGPT or Claude.
Core Competencies
- Data Analysis
- Business Reporting
- Advanced Excel
- Critical Thinking
- Customer Service Excellence
- Quality Assurance
- Process Improvement
- Communication
- Attention to Detail
- Problem Solving
- Accountability
- Collaboration
Typical Work Day
- Review quality assurance assignments and audit schedules.
- Analyze operational and performance data.
- Build and update Excel reports and dashboards.
- Identify trends and prepare actionable recommendations.
- Conduct quality assurance reviews.
- Deliver coaching insights to leadership.
- Create presentations for operational meetings.
- Participate in virtual meetings and calibration sessions.
- Monitor departmental KPIs.
Typical Workweek
The position is full-time, Monday through Friday (9:00 AM – 6:00 PM EST), with flexibility based on department needs.
Throughout a typical week, the Data Analyst will:
- Perform quality assurance reviews.
- Analyze intake performance metrics.
- Produce weekly and monthly reports.
- Monitor customer service trends.
- Build executive dashboards.
- Present findings to leadership.
- Recommend operational improvements.
- Support continuous improvement initiatives.
Performance Evaluation
Performance will be evaluated based on:
- Accuracy and quality of data analysis.
- Timeliness of reporting.
- Quality of executive presentations.
- Effectiveness of recommendations.
- Quality assurance accuracy.
- Customer experience insights.
- Collaboration with leadership.
- Contribution to operational improvements.
Key Performance Indicators (KPIs)
- Complete 100% of scheduled quality assurance reviews.
- Deliver 100% of recurring reports on time.
- Maintain 100% reporting accuracy across all data deliverables.
- Maintain at least 95% QA scoring consistency with department calibration standards.
- Identify and present at least two measurable process improvement opportunities each month.
- Produce executive dashboards with zero material reporting errors.
- Maintain excellent internal stakeholder satisfaction regarding reporting quality and communication.
Software & Tools
Work Environment
- Fully remote position for professionals based in Latin America.
- Quiet and professional home office.
- Reliable internet connection (minimum 25 Mbps).
- Daily collaboration through Slack, Google Workspace, and video conferencing.
- Ongoing participation in Spartan Law's Intake University LMS.
90-Day Onboarding Plan
Phase 1: Orientation & Systems Training (Weeks 1–3)
During the first three weeks, the Data Analyst will:
- Receive access to Clio, Microsoft Excel reporting tools, Salesify.ai, Slack, and internal systems.
- Review Intake SOPs and Quality Assurance standards.
- Complete Intake University training modules.
- Learn departmental KPIs and reporting expectations.
- Shadow Quality Assurance and Intake Leadership processes.
Phase 2: Guided Execution (Weeks 4–6)
During this phase, the Data Analyst will:
- Begin conducting quality assurance reviews under supervision.
- Build initial reports and dashboards.
- Participate in calibration sessions.
- Receive coaching and feedback on reporting accuracy.
- Begin identifying operational trends and improvement opportunities.
Phase 3: Independent Ownership (Weeks 7–10)
During this phase, the Data Analyst will:
- Independently manage quality assurance reviews.
- Produce weekly and monthly reports.
- Present findings to leadership.
- Recommend operational improvements supported by data.
- Monitor departmental KPIs and customer service trends.
Phase 4: Optimization & Full Integration (Weeks 11–12)
By the end of the onboarding period, the Data Analyst will:
- Independently manage reporting and quality analysis.
- Deliver executive dashboards with minimal supervision.
- Consistently meet all KPI expectations.
- Present operational insights and recommendations to leadership.
- Become a trusted business partner supporting continuous improvement across the Intake Department.
Final Notes
The Data Analyst plays a key role in ensuring the Intake Department operates with accuracy, efficiency, and a customer-first mindset.
Success in this role is demonstrated through:
- Accurate and insightful data analysis.
- High-quality executive reporting.
- Strong quality assurance performance.
- Actionable process improvement recommendations.
- Outstanding communication and collaboration.
- A commitment to delivering exceptional customer service.
- Continuous support of operational excellence and data-driven decision-making.
About the Company
Our client is a leading personal injury law firm dedicated to helping clients navigate their recovery with compassion, professionalism, and integrity.
The firm combines innovative technology, streamlined systems, and client-centered communication to deliver exceptional legal services while continuously improving operational efficiency across every stage of the client journey.
The Intake Department plays a critical role in creating an outstanding first impression for every prospective client through responsive communication, accurate data collection, and exceptional customer service.