QA Supervisor

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Job Description: Quality Team Leader - Criminal Verifications

Department: Quality Assurance - Criminal Verifications (Public Records)

Location: Remote

Work Schedule: Monday to Friday (Night Shift)

Reporting To: Quality Manager / Operations Manager

Role Overview

The Quality Team Leader - Criminal Verifications will lead a team of Quality Coaches/Auditors supporting US criminal background screening and public records research. The primary mandate is to deliver 100% audit coverage, ensure 100% feedback delivery and closure on every audited transaction, and drive weekly calibration sessions with Operations and fellow Quality Coaches so that court record interpretation and reportability decisions are applied consistently across the account.

Key Responsibilities

Audit Coverage & Feedback (Primary)

• Ensure 100% audit coverage across all criminal verification transactions, researchers, court types, and jurisdictions in scope
• Ensure 100% feedback closure - every audit finding is communicated to the researcher and their Team Leader within the defined TAT, with acknowledgement captured
• Maintain audit logs, error trackers, and feedback registers with full traceability (auditor, date, jurisdiction, defect type, severity, root cause, corrective action)
• Track repeat and researcher-specific errors; drive individual improvement plans in partnership with Operations
• Monitor coverage dashboards daily and escalate any gap that threatens the 100% target

Calibration & Consistency

• Own and run weekly calibration sessions with Operations leadership, Quality Coaches, and Training
• Prepare calibration case sets covering felony/misdemeanor calls, disposition edge cases, identifier matching, and record reportability
• Publish agendas, capture minutes, and track action items to closure
• Measure and report inter-auditor agreement/variance; drive corrective action where auditors or Ops interpret rules differently
• Maintain a living decision log / FAQ so calibration outcomes become documented standards and SOP updates

Quality Team Management

• Manage, coach, and develop a team of Quality Coaches/Auditors dedicated to criminal verifications
• Allocate audit volumes by jurisdiction and researcher, monitor auditor productivity, and ensure daily/weekly audit targets are met
• Conduct one-on-ones, performance reviews, and skill development plans for the quality team
• Certify and re-certify auditors through calibration results and accuracy checks

Criminal Verification Domain Quality

• Audit accuracy and completeness of research across local, county, state, and federal US court portals, as well as vendor/court runner and database sources
• Validate correct review and interpretation of court dockets and legal documentation, including:

• Charge levels (felony, misdemeanor, infraction)
• Case types (criminal / civil)
• Case statuses and dispositions (convicted, dismissed, acquitted, deferred, pending, expunged/sealed, etc.)
• Identifier matching (name, DOB, address, and other PII match logic) to prevent false positives and false negatives

• Verify correct application of client reportability rules, adjudication matrices, and jurisdiction-specific reporting restrictions
• Ensure criminal records are documented, classified, and reported accurately and within TAT

Compliance & Governance

• Ensure adherence to FCRA, state reporting restrictions, ban-the-box and seven-year rules, client SOPs, and internal criminal screening guidelines
• Maintain confidentiality and data integrity while handling sensitive criminal record and PII data
• Support internal, client, and regulatory audits with documented, evidence-backed audit trails
• Flag critical/fatal defects - misreported convictions, missed records, wrong-subject matches - for immediate escalation and containment

Continuous Improvement

• Perform root cause analysis on defect trends by jurisdiction, court type, researcher, and client program; drive CAPA to closure
• Partner with Training to convert recurring defects into refresher modules, checklists, and updated SOPs
• Identify process gaps, search-logic issues, and automation opportunities that reduce error leakage
• Track effectiveness of improvement actions through pre/post accuracy movement

Stakeholder Management

• Act as the quality point of contact for Criminal Operations, Training, Compliance, and Client Services
• Present quality performance, jurisdiction risk areas, and defect trends in operational and client reviews
• Manage quality escalations, disputes, and rebuttals with objective, evidence-based resolution
• Support dispute/reinvestigation reviews where consumer challenges relate to reported criminal records

MIS & Reporting

• Publish daily/weekly/monthly quality dashboards covering coverage %, accuracy, defect categories, and feedback closure
• Track and report critical vs. non-critical error rates, auditor variance, and calibration outcomes
• Analyze trends, forecast risk, and recommend corrective actions to leadership

Mandatory Requirements (Non-Negotiable)

• Hands-on experience in US criminal / public records background verification is mandatory
• Prior experience in quality auditing of criminal verification transactions
• Minimum 18 months of experience as a Quality Coach (on paper)
• Total experience of 3-6 years in BGV / KPO / Quality Assurance
• Demonstrated experience running audits, feedback cycles, and calibration sessions
• Strong understanding of US legal terminology, court hierarchy, and court documentation
• No employment gaps exceeding 5-6 months
• Willingness to work in US Shift (Night Shift)

Skills & Competencies

• Strong working knowledge of US court websites, court structures, and public record systems
• Sound grasp of quality frameworks - sampling methodology, defect classification, RCA, CAPA
• Working knowledge of FCRA and state-level criminal reporting restrictions
• Excellent analytical, interpretation, and attention-to-detail abilities
• Strong coaching and feedback delivery skills; able to influence without direct authority
• Clear written and verbal communication for audit documentation and stakeholder reviews
• Ability to remain objective and evidence-driven in a fast-paced, target-driven environment

Technical Skills

• Advanced proficiency in MS Excel (pivots, lookups, dashboards) and MIS reporting
• Familiarity with BGV platforms and quality audit tools is an advantage
• Strong data handling, trend analysis, and presentation skills

Key Performance Indicators (KPIs)

• Audit coverage - 100%
• Feedback delivery and closure - 100% within TAT
• Weekly calibration completion and inter-auditor variance within threshold
• Accuracy / quality score movement of supported criminal research teams
• Critical (fatal) error rate - missed records, wrong-subject matches, misreported dispositions
• Defect leakage to client and dispute/reinvestigation volumes
• Repeat error reduction and RCA/CAPA effectiveness
• Auditor productivity and certification compliance
• Client satisfaction and audit escalation resolution
• Team engagement and retention