QA Supervisor
Cisive · Delhi · onsite · Posted 1d ago
Not disclosed3–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description: Quality Team Leader – Criminal Verifications
Department: Quality Assurance – Criminal Verifications (Public Records)
Location: Remote
Work Schedule: Monday to Friday (Night Shift)
Reporting To: Quality Manager / Operations Manager
Role Overview
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, ensure 100% feedback delivery and closure on every audited transaction, and drive weekly calibration sessions with Operations and fellow Quality Coaches so that court record interpretation and reportability decisions are applied consistently across the account.
Key Responsibilities
Audit Coverage & Feedback (Primary)
We're committed to bringing passion and customer focus to the business.
Job Description: Quality Team Leader – Criminal Verifications
Department: Quality Assurance – Criminal Verifications (Public Records)
Location: Remote
Work Schedule: Monday to Friday (Night Shift)
Reporting To: Quality Manager / Operations Manager
Role Overview
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, ensure 100% feedback delivery and closure on every audited transaction, and drive weekly calibration sessions with Operations and fellow Quality Coaches so that court record interpretation and reportability decisions are applied consistently across the account.
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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)
- 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
- 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
- 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
Sourced from foundit
Skills
Court documentationpublic record systemsU.S. legal terminologyBGV platformsCourt hierarchyFCRA and state-level criminal reporting restrictionsQuality auditing of criminal verification transactionsQuality audit toolsUS court websitesUS criminal public records background verificationTrend Analysisdata handlingRoot Cause Analysispresentation skillssampling methodologyquality frameworksDefect Classificationexcel
About Cisive
Cisive
1001-5000
employees
1977
49 years old
Easton
US
₹7.1L PA avg
Avg at Cisive
About
Cisive is a leading global background screening provider focused on providing high-value employment background checks and industry-specific compliance services to highly regulated, risk-sensitive industries. Cisive has long-term relationships with a diverse base of clients across healthcare, financial services, transportation and other regulated industries.
Founded in 1977, Cisive has developed a broad range of differentiated vertical business lines and risk mitigation offerings including the core Cisive brand (global and enterprise), PreCheck (healthcare), Driver iQ (trucking and transportation), eVerifile (rail and contractor), Inquiries Screening (government), IntelliCorp (small and mid-market) and CARCO (insurance risk mitigation). Cisive’s solutions deliver compliant employment intelligence to employers who are highly averse to employee-related risks and operate in highly regulated industries.
With Cisive, your business will not only gain a background screening provider, but a true partnership: a company that stands by our work, protects our clients, and provides the consultation and guidance world-class organizations seek.
Industries
Human ResourcesRecruitingSoftware
Employee ratings
10 reviews
3.8/ 5
Culture
2.4
Career growth
2.2
Work-life
3.3
Employees rate it well for
Work-Life Balance40Overall Company38
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