Criminal Record Processing Supervisor

isolved • ,

9d • Remote

About The Position

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. The Criminal Record Processing Supervisor is expected to maintain a deep working knowledge of all processing functions and lead the team in delivering timely, compliant results for our clients.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology.
• Solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers.
• HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions.
• Employee total rewards offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED