- 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
Requirements
- 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
Core Competencies
Demonstrates expertise in quality assurance processes, client account management, and compliance with standard operating procedures. Capable of conducting thorough reviews, providing constructive feedback, and driving continuous improvement initiatives to enhance operational efficiency and client experience.
Highest-signal resume keywords
- Quality Assurance Expertise
- Analytical Skills
- Client Account Management
- Process Improvement Initiatives
- Attention to Detail
Hard Skills
- Data Entry
- Quality Control
- Root Cause Analysis
- Trend Analysis
- SOP Review
- Microsoft Office Proficiency
- Search Fulfilment
- Documentation Review
- Case Management
- Quality Tracking
Soft Skills
- Communication Skills
- Time Management
- Problem-Solving
- Creative Thinking
- Coaching and Mentoring
Industry Keywords
- FADV Processes
- Client Experience
- Operational Risks
- SLA Performance
- European Documentation
Tools & Technologies
- Defect Management System
- Quality Trackers
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Lead QA Auditor – Case Manager Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
