Lead QA Auditor/Case Manager
Case Manager / Lead QA Auditor (S4) - UK based
We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do-from our customers and partners to our greatest advantage: our team members.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
About First Advantage
First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
What you’ll do
The Case Manager will be responsible for ensuring that client orders are completed in line with their screening program criteria from start to end. The primary responsibility will be to review cases at pre-process, QC (post-process) and after the post-process review stage to identify and resolve any quality issues with the data provided by the applicant or that obtained by First Advantage. It involves a keen attention to detail and full QC on the end-to-end process starting with information received from the applicant, all the way to signing off all information received before it is shared with the Client. Through this, the case manager aims to deliver the highest level of quality for the Client, and provide them with the comfort they can make sound hiring decisions with a comprehensive final report they can trust.
Responsibilities
- Conduct pre-process and post-process review using the (Client-specific) checklist and Client SOP as a guide; ensuring that all mandatory pieces of information and documentation are present before fulfilment of the case begins, and after fulfilment has been completed.
- Complete search level data entry on behalf of the Client by adding searches to cases as needed.
- Conduct a holistic review of all searches completed within a case to ensure that all required searches were carried out using the correct details and were completed accurately and according to client requirements.
- Serve as the senior quality subject matter expert for complex, high-risk and escalated cases, providing guidance and ensuring compliance with client requirements, quality standards and operational procedures.
- Review and provide guidance on exceptions where standard operating procedures cannot be followed, ensuring client-specific requirements, compliance obligations and associated risks are appropriately considered and documented.
- Maintain accurate, detailed and clear system notes and case records, ensuring all significant actions, decisions, findings and communications are documented in accordance with operational standards.
- Monitor SLA performance throughout the screening lifecycle, proactively identifying risks to delivery timelines and taking appropriate action to mitigate delays.
- Review quality outcomes throughout the screening lifecycle, identifying gaps in process execution and ensuring quality standards have been consistently applied.
- Support the creation, review and maintenance of process documentation, work instructions, quality guidance materials and client-specific procedures to ensure accuracy and operational consistency.
- Conduct audits, identify quality trends, process gaps and operational risks, and provide recommendations to improve quality performance, operational efficiency, client experience and First Time Right outcomes.
- Data entry of quality escapes into quality trackers and Defect Management System as appropriate.
- Fulfill searches when needed.
- Communicate via email and/or phone with applicants regarding mandatory requirements of their searches and to clarify any discrepancies identified throughout the lifecycle of the screening.
- Act as a subject matter expert on the client account providing guidance on complex cases, coaching operational teams, leading quality escalations, influencing decision-making and driving adherence to quality, compliance and client standards.
- Maintaining an excellent up-to-date knowledge of all policies, procedures and products supported by the operations.
- Participate in Client calls if/ when needed including presenting of findings, reviewing cases on call with the Client, and provide clarity to any questions as needed.
- Review and coordinate supporting documentation originating from various European countries, ensuring appropriate evidence is obtained and validated in line with client screening requirements.
- Facilitate efficient progression of cases involving international documentation through proactive candidate engagement and evidence gathering.
- Drive and support continuous improvement initiatives focused on enhancing candidate experience, reducing processing delays and improving documentation quality.
- Provide quality feedback, coaching and guidance to operational teams, promoting consistency, knowledge sharing and adherence to client and company quality standards.
- Any other duties as required.
Person Specification
- Consistently high performer in current role including excellent quality.
- Excellent knowledge of all relevant FADV processes and products.
- Ability to follow complex instructions.
- Demonstrable strong analytical skills and able to present findings.
- A strong focus on quality and customer experience.
- Demonstrable Client focus and outside-in thinking.
- Excellent attention to detail.
- Excellent listening skills and the ability to communicate clearly both verbally and in writing.
- Challenges the status quo and is willing to drive change, as well as respond positively to it.
- Strong time management and organisational skills.
- Accountability and ownership of the role.
- A quick learner and enthusiastic about their own development.
- Creative thinking and ability to use their own initiative.
- Able to think on their feet and solve problems effectively.
- Additional European language capability is desirable.
- A high level of computer literacy and the ability to work in a Microsoft Office environment.
- Ability to provide constructive feedback to team members.
- Confident when communicating with senior management.
- Strong decision-making capability when operating within ambiguous or exceptional circumstances.
- Demonstrated ability to influence quality outcomes through effective analysis, collaboration, problem-solving and stakeholder engagement.
- Demonstrated ability to identify and drive continuous improvement initiatives through root cause analysis, trend analysis and SOP reviews, delivering measurable operational improvements and enhanced client quality outcomes.
LOCATION: UK
HOURS: 40 hours per week; Flexible depending on individual and business needs, between the hours of 07:00 and 20:00 GMT, Monday through Friday.
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values - Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired - empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
- Employee Impact Groups
- FA Cares volunteer opportunities
- Mentorship Advantage Program
Additional benefits offered include:
UK
- Health & Wellbeing: Medical, Vision, Employee Assistance Programme.
- Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
- Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
- Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.
What Are You Waiting For? Apply Today!
You have learned a little about us today - we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
We have great people here and are looking for more. Come join us!
Follow us:
Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.