Intake Process Audit and Performance Analyst

US service based business seeks an experienced operations analyst or business consultant to conduct a comprehensive audit of our leads intake process. We handle high-volume inbound leads and need to identify where we're losing viable opportunities, understand our conversion performance, and pinpoint specific gaps in our process. What We Need Analyzed Call Handling & Coverage

• Inbound call volume patterns (daily, after-hours, weekends)
• Answered vs. missed call rates across different time periods
• Transfer success rates and failure patterns between our answering service, intake team, and specialists

Lead Qualification & Conversion

• Conversion rates for qualified leads (from initial contact to signed agreement)
• Performance comparison between intake specialists and senior staff
• Lead source tracking and conversion rates by channel (paid search, referral, organic, etc.)
• Analysis of WHY qualified leads don't convert (categorized by rejection reason: pricing, timing, went with competitor, unresponsive, etc.)

Follow-up Effectiveness

• Time-to-first-contact for missed calls and after-hours leads
• Number of follow-up attempts per lead and persistence patterns
• Disposition outcomes for leads that were never reached

Data Integrity & Systems

• Cross-validation between our three systems: CallRail (call tracking), Smith.ai (answering service), and LeadDocket (CRM)
• Assessment of how "qualified lead" is defined and whether it's applied consistently
• Identification of data gaps where information exists but isn't being tracked or reported usefully

Team & Capacity Analysis

• Performance metrics by individual team member (if data supports it)
• Peak call time analysis vs. staffing coverage
• Quality assessment of intake conversations through call recording review (sample-based)

Project Delivery: A written report that includes: 1. Current state summary - What's actually happening in our intake funnel with supporting data 2. Performance metrics - Conversion rates, response times, follow-up persistence, data quality scores 3. Lead leakage analysis - Where and why we're losing qualified opportunities, quantified by volume and estimated revenue impact 4. Breakdown by lead source - Which channels produce quality leads vs. tire-kickers 5. Gap identification - Specific weaknesses in process, staffing, technology, or training 6. Prioritized findings - Issues ranked by business impact (e.g., "Fixing X could recover Y qualified leads per month") 7. Benchmarking context - How our performance compares to industry standards for service-based businesses with similar intake models Optional but valued: High-level recommendations for what to address first, even if detailed implementation planning is separate. Data You'll Work With CallRail: Call logs, recordings, and basic analytics (6 months of data) Smith.ai: Call summaries, screening outcomes, transfer records LeadDocket: Lead records, statuses, follow-up notes, disposition codes Any existing reports created internally You'll receive read-only access or exports. We can provide a walkthrough of each system. Ideal Candidate Has

• Experience auditing intake, sales, or lead management processes for service businesses (legal, medical, insurance, consulting, home services, B2C services, etc.)
• Strong data analysis skills - comfortable working with CRM exports, call logs, and reconciling data across multiple systems
• Understanding of conversion funnel analysis and lead lifecycle management
• Experience with call tracking platforms (CallRail or similar) and CRM systems
• Ability to review call recordings and assess quality/consistency using a framework
• Clear communication skills - can translate data into plain-language insights for non-technical stakeholders

Bonus: Familiarity with answering services like Smith.ai, Ruby Receptionists, or similar Project Details Timeline: 3-4 weeks from kickoff to final report delivery Data period to analyze: June 1 - December 31, 2025 (or most recent complete 180 day period) Responding to This Post Please include: 1. Relevant experience - Describe 1-2 similar projects where you audited intake, sales, or lead conversion processes. What did you find and what was the impact? 2. Your approach - How would you structure this audit? What would you do first? 3. Tools/methods - What tools or frameworks do you use for this type of analysis? 4. Questions for me - What additional context or access would you need? 5. Your rate and estimated hours - Be specific about your hourly rate and how many hours you estimate this will take 6. Timeline - When could you start and how long would it take? Location & Experience Note This project involves analyzing intake operations for a US-based service business. Ideal candidates have experience with call center QA, sales operations analysis, or intake process optimization—particularly for US-facing operations. Familiarity with CallRail, answering services, and CRM systems required. Applications are welcome from qualified candidates worldwide who have relevant experience with US service business operations. Apply tot his job Apply To this Job