The Quality Team Leader will manage a team of auditors to ensure 100% audit coverage and feedback closure for US criminal background screenings. They are responsible for driving calibration sessions, maintaining quality standards, and performing root cause analysis to improve operational accuracy.
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Job Description: Quality Team Leader – Criminal Verifications
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
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
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