It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description: Team Leader – Public Records Operations (Background Verification)
Department: Operations – Public Records
Location: Remote
Work schedule: Mon to Friday (Night Shift)
Reporting To: Operations Manager
Role Overview:
The Team Leader – Public Records Operations will lead a team handling Public Records background verification processes, ensuring high-quality delivery, SLA adherence, and team productivity. The role requires strong domain expertise in US court research, public records analysis, legal documentation interpretation, and proven people management experience.
Key Responsibilities:
Team Management & Delivery
-
Manage a team of Public Records associates handling US court research and criminal background screening processes
-
Allocate work, monitor productivity, and ensure daily/weekly targets are achieved
-
Drive adherence to SLAs, TAT, quality, and accuracy benchmarks
-
Conduct regular coaching sessions, feedback discussions, and performance reviews
Public Records Operations
-
Oversee research on local, state, and federal US court portals to retrieve case records
-
Review and monitor analysis of court dockets and legal documentation
-
Ensure accurate interpretation and classification of:
-
Charge levels (felony, misdemeanor, infraction)
-
Case types (criminal / civil)
-
Case statuses and dispositions (convicted, dismissed, acquitted, pending, etc.)
-
Ensure accurate and timely completion of background screening reports
Quality & Compliance
-
Ensure compliance with client requirements, background verification guidelines, and legal regulations
-
Conduct regular quality audits and drive quality improvement initiatives
-
Maintain confidentiality and integrity while handling sensitive information
-
Identify discrepancies and manage escalations for complex or ambiguous cases
Process Management
-
Oversee end-to-end Public Records processes including:
-
Court records research
-
Criminal background checks
-
Database searches
-
Case validation and documentation
-
Identify process gaps and implement continuous improvement initiatives
Stakeholder Management
-
Work closely with QA, Training, and Operations leadership teams
-
Manage operational escalations effectively
-
Ensure strong service delivery and operational efficiency
MIS & Reporting
-
Track KPIs such as productivity, quality, SLA, and TAT
-
Prepare and share operational and performance reports
-
Analyze trends and implement corrective actions where required
Mandatory Requirements (Non-Negotiable)
-
Hands-on experience in US Public Records / Background Verification is mandatory
-
Minimum 18 months of experience as a Team Leader (on paper)
-
Total experience of 3–6 years in BGV / KPO / Operations
-
Strong understanding of US legal terminology and court documentation
-
Proven experience managing teams and meeting SLAs
-
No employment gaps exceeding 5–6 months
-
Willingness to work in US Shift (Night Shift)
Skills & Competencies
-
Strong understanding of US court websites and public record systems
-
Strong leadership and people management skills
-
Excellent analytical and interpretation abilities
-
High attention to detail and accuracy
-
Strong communication and stakeholder management skills
-
Ability to work in a fast-paced, target-driven environment
Technical Skills
-
Proficiency in MS Excel and MIS reporting
-
Familiarity with BGV tools/platforms is an advantage
-
Strong data handling and reporting skills
Key Performance Indicators (KPIs)
-
SLA & TAT adherence
-
Quality and accuracy scores
-
Team productivity
-
Escalation management
-
Client satisfaction
-
Team engagement and retention
