Team Lead – US Background Verification & Customer Service (Voice)
r3 Consultant
- Pune, Maharashtra
- Permanent
- Full-time
Ensure timely completion of verification processes as per client SLAs and compliance standards
Monitor and improve team performance across both voice (CSAT, AHT, Quality) and non-voice (TAT, accuracy) metrics
Handle escalations from clients and candidates professionally and efficiently
Conduct call audits and quality checks to ensure high service standards
Coordinate with clients, vendors, and internal stakeholders for case closures and issue resolution
Drive process improvements and automation opportunities in BGV workflows
Prepare MIS reports, dashboards, and performance reviews
Train, mentor, and coach team members on both process knowledge and soft skills
Ensure adherence to data privacy, compliance, and background verification regulationsRequired Skills & Qualifications:Graduate in any discipline (HR/Commerce preferred)
4–7 years of experience in US Background Verification / BGV operations and Customer Service (Voice)
Minimum 1–2 years of experience as a Team Lead or in a supervisory role
Strong understanding of US verification processes and compliance requirements
Excellent verbal communication skills with a neutral accent (mandatory for voice process)
Experience handling client interactions and escalations
Proficiency in MS Excel, reporting, and CRM tools
Strong analytical, problem-solving, and multitasking abilitiesPreferred Qualifications:Experience in BPO/KPO or global service delivery environments
Knowledge of background screening tools and platforms
Six Sigma / Lean certification (good to have)
Exposure to workforce management metrics and call center operationsKey Competencies:Leadership & People Management
Communication & Client Handling
Attention to Detail
Process Improvement Mindset
Time & Stakeholder ManagementKPIs / Success Metrics:SLA adherence (BGV TAT)
CSAT & Quality Scores (Voice)
AHT & Productivity Metrics
Accuracy in verification reports
Team engagement and attrition control