Team Leader - Verifications

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Job Description: Team Leader – Verifications Operations (Background Verification)

Department: Operations – Verifications
Location: Remote
Reporting To: Operations Manager
Work Schedule: Monday to Friday – (Night Shift)

Role Overview:

The Team Leader – Verifications Operations will lead a team handling end-to-end employment and education verification processes for US background screening operations, ensuring high-quality delivery, SLA adherence, and team productivity. The role requires strong domain expertise in verifications along with proven people management experience.

Key Responsibilities:

Team Management & Delivery

• Manage a team of 10–20 associates handling Employment and Education Verification processes

• Allocate work, monitor productivity, and ensure daily/weekly targets are achieved

• Drive adherence to SLAs, TAT, productivity, and accuracy benchmarks

• Conduct regular coaching sessions, feedback discussions, and performance reviews

Verification Operations

• Oversee end-to-end employment and education verification processes for US background screening

• Ensure accurate verification of:

  • Employment details

  • Designation and tenure

  • Rehire eligibility

  • Educational qualifications

• Monitor outbound and inbound communication with HRs, employers, universities, and institutions

• Ensure complete and accurate documentation of verification outcomes and audit trails

Quality & Compliance

• Ensure compliance with client requirements, verification guidelines, and internal policies

• Conduct regular audits and drive quality improvement initiatives

• Ensure adherence to US compliance standards and escalation protocols

• Maintain confidentiality and integrity while handling sensitive information

• Identify discrepancies and manage escalations for complex cases

Process Management

• Oversee verification processes including:

  • Employment Verification

  • Education Verification

  • Address Checks

  • Database Validation

• Identify process gaps and implement continuous improvement initiatives

Stakeholder Management

• Work closely with QA, Training, and Operations leadership teams

• Manage operational escalations effectively

• Ensure strong client service delivery and operational efficiency

Performance Management

• Track KPIs such as productivity, quality, SLA, and TAT

• Drive team engagement, accountability, and retention

• Monitor team performance and implement corrective actions where required

MIS & Reporting

• Prepare and share operational and performance reports

• Analyze trends and implement improvement plans

• Maintain reporting accuracy and operational visibility

Mandatory Requirements (Non-Negotiable)

• Hands-on experience in Employment and Education Verification is mandatory

• Minimum 18 months of experience as a Team Leader (on paper)

• Total experience of 3–6 years in BGV / KPO / Operations

• Proven track record of managing teams and meeting SLAs

• Strong understanding of US verification processes and compliance standards

• No employment gaps exceeding 3–6 months

• Willingness to work in US Shift (Night Shift)

Skills & Competencies

• Strong leadership and people management skills

• Solid understanding of employment and education verification processes

• Excellent communication and stakeholder management skills

• Strong analytical thinking and problem-solving ability

• High attention to detail and accuracy

• Ability to work in a fast-paced, target-driven environment

Technical Skills

• Proficiency in MS Excel and MIS reporting

• Familiarity with BGV tools/platforms is an advantage

• Experience handling operational dashboards and reporting

Key Performance Indicators (KPIs)

• SLA & TAT adherence

• Quality and accuracy scores

• Team productivity

• Client satisfaction

• Attrition & engagement