Team Lead - US Background Verification & Customer Service (Voice)

Job Title:

Team Lead – US Background Verification & Customer Service (Voice)

Location:

Pune – Hinjewadi Phase 1 (Onsite)

Shift:

US Shift (Evening/Night Shift)

Job Summary:

We are looking for a dynamic and experienced Team Lead to manage a hybrid team handling US Background Verification (BGV) processes along with Customer Service (Voice) operations. The role requires strong leadership skills attention to detail and the ability to manage both backend verification workflows and front-end customer interactions with US clients.

Key Responsibilities:

• Lead and manage a team handling US Background Checks (employment education criminal reference checks) and customer service voice support
• 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 regulations

Required 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 abilities

Preferred 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 operations

Key Competencies:

• Leadership & People Management
• Communication & Client Handling
• Attention to Detail
• Process Improvement Mindset
• Time & Stakeholder Management

KPIs / Success Metrics:

• SLA adherence (BGV TAT)
• CSAT & Quality Scores (Voice)
• AHT & Productivity Metrics
• Accuracy in verification reports
• Team engagement and attrition control