Senior Quality Assurance Specialist

6 days ago

bangalore, India HireRight Full time

Overview

The main purpose of the role is continuous service delivery quality improvement in order to provide the Clients with the first class screening services. A focus on a constant quality increase and support the Team in this area is an integral part of the role.

Responsibilities

Senior Quality Assurance Specialist’s responsibilities ideally are divided 50/50 between regular Quality Assurance Specialist job and Senior duties.

Both are the following:

Perform quality control process to make sure the background screening process was conducted in line with the Client’s requirements and HireRight’s high quality standards as well as SOPs; Compare findings with company standards and Clients` SLAs/guidelines to make sure the Clients receive the reports tailored to their needs; Special care about TAT for sub-requests; as many as possible sub-request must be delivered within the agreed TAT; Close monitoring of outliers and QC errors; identify the areas for continuous improvement (for all Ops departments: Quality, Verifications and Public Records), implement the necessary changes within Quality in close cooperation with QC TLs and support implementation of changes within Ops; Identify the categories of QC errors that need to be fixed within Quality Team; implement the necessary changes in close cooperation with QC TLs; Work in line with ""0 errors"" approach, plus actively promote this model across the Team; Initiative in submitting process change requests, including solutions for non-standard scenarios as well as ideas for increasing the quality of the services; Cooperation with Ops Seniors and SMEs responsible for SOP/procedures updates to make sure all documentation is fully up to date; Act as a Subject Matter Expert (SME) whenever a process clarification is needed and during pre-implementation phase of Ops process changes; Utilize available communication channels (including team meetings and calibration sessions) to stay up to date with procedures and processes and share knowledge with Team members; Supporting a smooth implementation of new Clients with close cooperation with CSMs and other Ops Departments; Monitor performance and quality of the Team through conducting coaching and sharing best practices with other Quality Specialists as well as work audits; Conduct efficient on-boarding of the new team members, holds a Buddy role; it includes also holding an Operational Trainer role; Run regular reports, both operational efficiency and client related, also other analysis requested by Team Leader or Manager; May contribute to internal projects by delivering specific tasks, knowledge and expertise; May be asked to do other ad-hoc, job related duties; Respect the company’s Core 4 Values and promote them across the Team. Manage team and co-ordinate with team members. Prepare reports, analysis and presentations

In emergency Business need, the area of responsibilities related to Quality Specialist role might be extended temporarily up to 100% of working time or team leader role upon decision of Team Leader and Manager.

Qualifications

High School diploma Minimum 1 year experience working on HireRight platforms +; very good knowledge of standard operating processes and procedures. Participation in projects Ops process changes/process simplification/process improvement initiative

What do we offer

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