Researcher 1

Overview

The Call Team Researcher role is fundamental to the Service Delivery model of HireRight. Following processes set out in the SOPs, Researchers are verifying information provided by Candidates and inputting the outcome of their work into a Client facing report. Researchers are following processes in a professional and timely manner, adhering to guidelines from their Supervisors on the required productivity and quality of work. This role covers entry level and more experienced Researchers, as well as Verifications conducted in English, as well as other languages (as required).

Responsibilities

Below will be the primary responsibility of this role :

• Ensures that duties are carried out professionally and in line with the priority to help candidates get hired
• Quickly and effectively researches and verifies facts provided by candidates of clients to ensure the screening process is completed in a timely manner
• Communicates with candidates, with tact and diplomacy, to obtain missing information or to clarify details as quickly as possible
• Maintains regular contact and supports candidates to assist them throughout the screening process where necessary
• Collaborates with other teams to keep clients informed of issues throughout the screening process
• Reviews and maintains a good understanding of service level agreements and performs work in accordance with client requirements
• Implements changes to processes as directed following changes to service level agreements
• Maintains accurate and up to date records of actions taken in the background screening process
• Produces reports for clients that are accurate and representative of the full facts and in line with the accepted standards
• Maintains a standard of work that meets the department quality and productivity targets
• Conducts phone calls in a manner that is professional and reflects the overall ‘helping people to get hired’ philosophy
• Assists team members and works as part of the team to ensure customer expectations are met
• Provide timely follow-up and follow through on all requests, reports, and escalations
• Maintain a "Continuous Improvement" state of mind and helps to suggest and implement changes
• Be open to cross training in other functions outside of immediate scope of responsibility
• May assist with mentoring, training, and coaching of new team members within immediate team
• More specifically, Researchers will be ensuring a First-class Customer and Candidate experience through verifying education and employment components of the screening package utilizing available resources such as telephone, email, internet, etc.

Qualifications

Education :

Experience :

Minimum Exp – Fresher / Preferable 1 – 3 years of Exp in Voice or Blended process (preferable BGV Exp)

Knowledge  & Skill :

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