[Hiring] Criminal Record Processing Supervisor @isolved

Role Description

The Criminal Record Processing Supervisor oversees the day-to-day operations of the criminal record processing department, ensuring all background check orders are processed accurately, efficiently, and in compliance with FCRA regulations and client-specific requirements. This role provides direct supervision to a team of Criminal Record Processing Agents, monitoring individual and team performance metrics, maintaining quality standards, and serving as the primary resource for escalated processing questions.

• Supervise the daily operations of the criminal record processing team, assigning workloads and monitoring queue activity to ensure all orders are completed within established timelines.
• Serve as the primary escalation point for complex processing questions, order discrepancies, and client-specific setup issues.
• Monitor individual and team performance metrics, including RPH (Reports Per Hour) and mistake ratios, and provide regular coaching and feedback to drive continuous improvement.
• Conduct quality assurance reviews of completed background check orders to identify errors before they reach clients.
• Maintain a team mistake ratio of less than 1% of total processed reports on a monthly basis.
• Ensure all processing activity adheres to FCRA regulations, state-specific requirements, and client-defined specifications.
• Develop and maintain department procedures, reference materials, and training documentation.
• Onboard and train new Criminal Record Processing Agents, ensuring proficiency in all processing functions within established ramp timelines.
• Partner with Client Services to resolve report-specific issues and respond to client processing inquiries.
• Identify workflow inefficiencies and recommend process improvements to leadership.
• Coordinate performance management processes, including documentation of performance concerns and participation in formal review cycles.
• Maintain department tools and resources with current procedures and expectations.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Demonstrated expertise in criminal record processing, including county criminal searches, database filtering, Identity Development interpretation, and FCRA compliance.
• Strong attention to detail with the ability to identify errors and maintain accuracy under volume.
• Proven ability to lead, coach, and develop a team in a production-focused environment.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and maintain team performance against defined metrics.
• Confidence in decision-making and the ability to communicate process rationale clearly.
• Proficiency with background screening platforms, including Tazworks or equivalent systems.

Requirements

• Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience; may not require prior management experience.
• 2+ years of experience in criminal record processing or background screening operations preferred.
• Prior supervisory or team lead experience preferred.
• Knowledge of FCRA requirements and state-specific adjudication guidelines preferred.

Benefits

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds.
• Yes, up to 15% domestic travel may be required.
• Employee must be legally authorized to work in the United States.

Company Description

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk.

For more information, visit www.isolvedhcm.com .