QA Auditor

First Advantage

1d•$40,000 - $42,000•Remote

About The Position

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. Job Summary: A successful QA Auditor will assess the quality of all components released to clients, ensuring they meet mandated specifications to the highest standard at both the component and case level. To ensure all case requests are actioned within 24 hours of receipt and all components correctly set up, and all requests are ready to be processed or verified.

Requirements

A minimum typing speed of 40 wpm is required.
Intermediate to advanced experience of Microsoft Excel, Office and Word
Exceptional communication skills
Confidence when talking to team member and departments at all levels
A willingness to accept and embrace change
A high level of attention to detail
Language: English
Problem-solving skills, can think on their feet and use initiative
Good Time management skills
The ability to work within a team environment and individually

Nice To Haves

A qualification in office business management or related discipline preferred but not required
Experience within a call centre environment preferred but not essential

Responsibilities

Receipt, log and acknowledgment of all Searches received within the SLA timeframes.
Request and follow up any missing information for the case or specific check
Ensure all searches are expediently allocated to the relevant area, reference, criminal, education, international in accordance with First Advantage’s policies and procedures.
Checking all relevant verification fields are completed
Checking all relevant alerts and comments have been entered
All spelling, grammar and punctuation is checked for errors and corrected
Feedback is provided to any in-house teams and references via the appropriate channels
All components (where required) are completed with accuracy and attention to detail
Pricing (where required) is completed with accuracy and to client contract/SLA
Pricing (where required) is completed with accuracy and to client contract/SLA
100% adherence to Privacy Legislation, processes, company policies and procedures
Attendance and participation in daily huddles, general meetings and team meetings.
Escalation of issues or complaints to Team Leader (or relevant party if TL unavailable) as soon as they become aware of them.
To ensure all activity relating to QC is achieved within client SLA and FADV agreed timeframes.
It is expected that should the meeting of SLAs not be deemed possible, communication to the Team Leader – Quality Assurance will be made without delay.
Monitor activity at a check level and search level to ensure any issues or delays are identified and followed up immediately
Ability to maintain the required performance in specific tasks and also ability to be crossed trained into other duties and responsibilities within the Quality Assurance Team.
Ad hoc tasks where requested by the Team Leader or Management.
To deliver service excellence aligned to FADV Core Values
To ensure appropriate follow-up is made to internal teams to meet individual Client Service levels.
To co-ordinate with other internal teams to resolve client and candidate issues.
Be a positive, willing, contributing and adaptable member of the team at all times
To co-ordinate with internal teams to ensure appropriate action is taken on individual cases.
Active participation in team meeting forums and customer focus groups.
Ad hoc tasks where requested by the Team Leaders or Management.
Maintain knowledge and capability on FADV operating systems specific to position including but not limited to SOPSS, CSPi, GCM/EA as instructed by Team Leader or Management.
Proactively identify process improvement opportunities and put forward suggestions for process change in writing and during Team meetings.
Participate in projects or tasks to support projects as directed by Team Leader.
Meeting of assigned KPIs (supplied separately to this job description and regularly reviewed)
To attend weekly Team meetings and engage with your team members by expressing ideas for service improvements and knowledge sharing initiatives.
Log all escalations. Complete all logs as required within the requested timeframes.