Intake Process Audit and Performance Analyst

Project Scope

A US service-based business seeks an experienced operations analyst or business consultant to conduct a comprehensive audit of their leads intake process. The goal is to identify where viable opportunities are being lost, understand conversion performance, and pinpoint specific gaps in the process for high-volume inbound leads.

Areas for Analysis:

• 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 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 CallRail (call tracking), Smith.ai (answering service), and LeadDocket (CRM)
  • Assessment of how "qualified lead" is defined and 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 Deliverables:

A written report including:

1. Current state summary with supporting data.
2. Performance metrics (conversion rates, response times, follow-up persistence, data quality scores).
3. Lead leakage analysis (where and why opportunities are lost, quantified by volume and estimated revenue impact).
4. Breakdown by lead source.
5. Gap identification (process, staffing, technology, or training weaknesses).
6. Prioritized findings ranked by business impact.
7. Benchmarking context against industry standards.

Optional but valued: High-level recommendations for immediate action.

Data Provided:

• 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 internal reports.

Read-only access or exports will be provided. A walkthrough of each system is available.

Ideal Candidate Profile:

• 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 to 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: June 1 - December 31, 2025 (or most recent complete 180-day period).

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 is required. Applications are welcome from qualified candidates worldwide who have relevant experience with US service business operations.