Lead QA Auditor – Case Manager

🕒 il y a 4 jours

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟠 Senior

🔧 Ingénieur QA

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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First Advantage

Site WebLinkedInTous les Emplois

5001 - 10000 employés

👥 RH Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage est un fournisseur leader de logiciels et de données mondiaux pour le marché des technologies RH. Grâce à une technologie propriétaire et à l'IA, elle propose des services de vérification des antécédents professionnels, d'identité numérique et de vérification, des API et des produits de surveillance des risques tout au long du cycle de vie des employés. L'entreprise met l'accent sur l'automatisation et la vérification continue de l'identité, desservant environ 80 000 organisations dans plus de 200 pays et territoires, et maintient de grandes bases de données propriétaires (plus d'un milliard d'enregistrements). Basée à Atlanta et cotée en bourse (NASDAQ : FA), First Advantage se concentre sur l'aide aux clients pour recruter plus intelligemment et intégrer plus rapidement grâce à des logiciels, des données et des services.

Description

• Ensure client orders are completed in line with screening program criteria from start to end • Review cases at pre-process, QC/post-process and post-process review stages to identify and resolve quality issues • Conduct pre-process and post-process reviews using client-specific checklists and SOPs • Ensure mandatory information and documentation are present before and after case fulfilment • Complete search-level data entry and add searches to cases as needed • Conduct holistic reviews of all searches within cases for accuracy and compliance • Serve as senior quality subject matter expert for complex, high-risk and escalated cases • Review and provide guidance on exceptions where standard operating procedures cannot be followed • Maintain accurate system notes and case records • Monitor SLA performance and mitigate delivery delays • Identify quality gaps, process issues and operational risks • Support process documentation, work instructions, quality guidance and client-specific procedures • Conduct audits and provide recommendations to improve quality, efficiency, client experience and First Time Right outcomes • Enter quality escapes into quality trackers and Defect Management System • Fulfil searches when needed • Communicate with applicants by email and phone regarding mandatory search requirements and discrepancies • Provide client-account subject matter expertise, coaching, escalation leadership and decision-making guidance • Maintain current knowledge of policies, procedures and supported products • Participate in client calls and present findings when needed • Review and coordinate supporting documentation from European countries • Facilitate cases involving international documentation through candidate engagement and evidence gathering • Drive continuous improvement initiatives • Provide quality feedback, coaching and guidance to operational teams

🎯 Exigences

• Consistently high performer in current role including excellent quality • Excellent knowledge of all relevant FADV processes and products • Ability to follow complex instructions • Demonstrable strong analytical skills and ability to present findings • Strong focus on quality and customer experience • Demonstrable Client focus and outside-in thinking • Excellent attention to detail • Excellent listening skills and ability to communicate clearly verbally and in writing • Strong time management and organisational skills • Accountability and ownership of the role • Creative thinking and ability to use own initiative • Ability to solve problems effectively • Additional European language capability is desirable • High level of computer literacy and ability to work in a Microsoft Office environment • Ability to provide constructive feedback to team members • Confidence communicating with senior management • Strong decision-making capability in ambiguous or exceptional circumstances • Demonstrated ability to influence quality outcomes through analysis, collaboration, problem-solving and stakeholder engagement • Demonstrated ability to identify and drive continuous improvement initiatives through root cause analysis, trend analysis and SOP reviews • UK-based • Availability to work 40 hours per week, Monday through Friday, between 07:00 and 20:00 GMT, depending on business needs

🏖️ Avantages

• Employee Impact Groups • FA Cares volunteer opportunities • Mentorship Advantage Program • Medical, Vision, Employee Assistance Programme • Pension with employer contribution • Life Assurance and Financial and Legal Helpline • Holidays (PTO) • Enhanced Maternity Leave • Sick Pay • Mentoring Programme • SOAR Programme (Manager development) • Annual Performance Reviews