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QA Supervisor

Cisive India Pvt. Ltd.
Delhi, Delhi

Quick apply

Job details

Full-time
1 day ago

Qualifications

Microsoft Excel
Research
Quality assurance
Communication skills

Full job description

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: 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

Quick apply

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