[Hiring] Quality Team Leader @Cisive

Role Description

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
• 100% feedback delivery and closure on every audited transaction
• Drive weekly calibration sessions with Operations and fellow Quality Coaches

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

Qualifications

• 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