When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
Job Description:
The Quality & Process Excellence Specialist is a pivotal role within the Client Services department, dedicated to elevating the client experience and optimizing internal workflows. This role goes beyond traditional quality monitoring; it requires a proactive, analytical professional who can deep-dive into client satisfaction data, intercept and resolve critical escalations, and translate service gaps into robust process improvements.
Operating at the intersection of quality assurance, knowledge management, and customer advocacy, the successful candidate will ensure that the Client Services team continuously delivers high-quality, efficient, and compliant background screening solutions.
Responsibilities:
Analyze CSAT surveys to uncover trends and service gaps.
Conduct outreach with dissatisfied clients to gather actionable feedback.
Perform error analysis to identify root causes of low satisfaction.
Resolve high-priority client escalations with empathy and speed.
Lead Root Cause Analysis (RCA) using frameworks like 5 Whys and Fishbone diagrams.
Develop and implement Corrective and Preventive Action (CAPA) plans.
Synthesize feedback from surveys, escalations, and internal teams.
Design and execute workflow optimization initiatives.
Collaborate with Training teams to embed quality insights into learning programs.
Maintain and update the Client Services knowledge base in CRM tools.
Communicate process changes and compliance updates clearly across the team.
Facilitate calibration sessions to align on service standards.
Qualifications:
Minimum of 4 years of dedicated experience in a Quality Assurance, Process Excellence, or Continuous Improvement role (preferably within a client services or customer support environment).
Certifications: Lean Six Sigma (Yellow or Green Belt) or related quality management certifications. (Preferred)
HSC /Graduate or Post Graduate
Proficiency with CRM platforms (Salesforce, Microsoft Dynamics) and Knowledge Management tools.
Strong data analysis and visualization skills (Excel, Power BI, Tableau).
Familiarity with Lean, Six Sigma, or Agile methodologies.
Analytical thinker with problem-solving expertise.
Strong communication and client recovery skills.
Change champion with a focus on sustainable improvements.
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
Accurate is an equal-opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Accurate will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
You must have a right to work in Australia indefinitely that does not involve sponsorship by the Company.
Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact [email protected].
Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.
