QA Supervisor

Accountabilities

• Lead and develop a team of Quality Coaches and Auditors supporting U.S. criminal verification and public records operations.
• Ensure 100% audit coverage across criminal verification transactions, researchers, court types, and jurisdictions within scope.
• Ensure 100% delivery and closure of audit feedback within established turnaround times, maintaining complete audit trails and documentation.
• Monitor audit coverage, productivity, quality results, repeat errors, and researcher-specific performance, implementing improvement plans where needed.
• Conduct weekly calibration sessions with Operations, Quality, and Training teams to promote consistent interpretation of court records and reportability requirements.
• Prepare calibration cases involving felony and misdemeanor classifications, disposition complexities, identifier matching, and jurisdiction-specific reporting decisions.
• Measure inter-auditor agreement and variance, document calibration outcomes, and maintain decision logs, FAQs, and updated quality standards.
• Allocate audit workloads, monitor team performance, conduct one-on-ones and reviews, and support auditor certification and re-certification.
• Audit research performed across local, county, state, and federal U.S. court portals, databases, vendors, and court-runner sources.
• Validate the accurate interpretation of charges, case types, dispositions, identifiers, and client-specific reporting requirements.
• Ensure compliance with FCRA, state reporting restrictions, ban-the-box requirements, seven-year rules, client SOPs, and internal screening guidelines.
• Protect the confidentiality and integrity of sensitive criminal records and personally identifiable information.
• Escalate critical defects such as missed records, incorrect subject matches, and misreported convictions or dispositions.
• Conduct root-cause analysis and lead corrective and preventive actions (CAPA) to reduce recurring defects and improve accuracy.
• Partner with Training to turn recurring quality issues into refresher training, checklists, and updated SOPs.
• Identify process gaps, search-logic improvements, and automation opportunities that can reduce quality leakage.
• Serve as a quality point of contact for Operations, Training, Compliance, and Client Services, supporting escalations and dispute reviews.
• Prepare and present daily, weekly, and monthly quality reports covering audit coverage, accuracy, defects, feedback closure, auditor variance, and improvement trends.
• Analyze performance trends, forecast quality risks, and recommend corrective actions to leadership.

Requirements

• Hands-on experience in U.S. criminal or public records background verification is mandatory.
• Previous experience auditing criminal verification transactions within a quality assurance environment.
• Minimum 18 months of experience as a Quality Coach or equivalent quality leadership role, formally documented.
• Total of 3–6 years of experience in BGV, KPO, Quality Assurance, or closely related operations.
• Demonstrated experience managing audits, feedback cycles, quality reviews, and calibration sessions.
• Strong understanding of U.S. legal terminology, court structures, public records, and court documentation.
• Working knowledge of U.S. court websites and public record systems.
• Familiarity with quality frameworks including sampling methodologies, defect classification, root-cause analysis, and CAPA.
• Working knowledge of FCRA and state-level criminal reporting restrictions.
• Advanced proficiency in Microsoft Excel, including pivot tables, lookups, dashboards, and data analysis.
• Strong MIS reporting, trend analysis, data-handling, and presentation capabilities.
• Excellent analytical, interpretation, problem-solving, and attention-to-detail skills.
• Strong coaching and feedback abilities, with the confidence to influence teams through evidence and clear communication.
• Clear written and verbal communication skills for audit documentation, stakeholder discussions, and operational reviews.
• Ability to remain objective, accurate, and evidence-driven in a fast-paced, target-oriented environment.
• Familiarity with BGV platforms and quality audit tools is an advantage.
• No employment gaps exceeding 5–6 months.
• Willingness to work Monday to Friday on a U.S. night shift.

Benefits

• Fully remote work arrangement from India.
• Full-time employment opportunity.
• Monday-to-Friday schedule aligned with U.S. night-shift operations.
• Opportunity to lead and develop a dedicated quality team.
• Exposure to complex U.S. criminal verification, public records, compliance, and quality operations.
• Opportunity to strengthen expertise in FCRA, court research, quality frameworks, RCA, and CAPA.
• Career development opportunities within quality assurance and background verification operations.
• High-impact role with direct influence on operational accuracy, compliance, client satisfaction, and continuous improvement.