Director, Quality Operations Jobs

At First Advantage (FA), we are a leading global provider of technology solutions for screening, verifications, safety, and compliance related to human capital. We deliver innovative solutions and insights that help customers manage risk and hire the best talent.
Quality of background screens is the most important thing to First Advantage clients, and therefore the number one priority for First Advantage Operations. The Director, Quality Operations is a high-visibility, senior leadership role, owning the design, methodology, and output of the Quality Auditing program within First Advantage Operations. This role leads an international team of approximately 40 (managers, auditors, and process experts) using internal proprietary software systems in combination with and Microsoft Office tools. The Director, Quality Operations is accountable for driving root cause analyses, sizing solutions for development road-mapping, and presenting to executive audiences regarding quality improvement needs. The role is also client-facing in nature, interacting on a regular basis with some of the world’s largest employers to discuss quality auditing methods, results, and remediations.
The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.
Essential Duties & Responsibilities

• Quality Team Leadership – maintain a competent, high-functioning, international team of auditors. Manage the team with empathy, integrity and trust. Uphold First Advantage’s mission to be an employer of choice
• Client Presentation – present quality performance, analyze trends, and review client-facing root cause analysis to ensure properly communicated quality rigor
• Quality Culture and Advocacy – build a culture of quality across the Operations organization to raise standards concerning quality management and foster accountability for continuous improvement
• QA Methodology Oversight – review, design, and document testing methodology. Continuously improve and refine testing to maintain quality
• Quality Analysis and Performance Improvement Execution – ensure data in the defect management system is accurate and complete; identify focus areas to improve quality performance across Operations; report performance trends and issues to upper management; collaborate/own with Operations leaders the creation and oversight of improvement plans

Requirements
Education:
Bachelor’s degree or equivalent work experience required; preferably in business or in a quantitatively focused discipline such as mathematics or statistics.
Experience:
This is a senior role within Operations requiring a minimum of 10 years of solid work experience in a role that required critical thinking skills. Experience with leading transformation and quality is strongly recommended.

• Executive-level presentation experience (developing and delivering)
• Comfort analyzing and manipulating data in tools like Microsoft Excel, PowerBI, Cognos, or similar
• Management and leadership experience required
• Experience and success with process improvement methodologies, lean six sigma, and/or project management
• International experience working closely with and/or managing teams in India
• Success in leadership roles that are client-facing in nature

Other Knowledge, Skills, Abilities, or Certifications:

• Familiarity with Lean Six Sigma principals & practices is a plus. Change Management and influencing skills will be critical to set the right standard for the organization
• Exceptional written and verbal communication skills
• Ability to work in a matrix environment pulling together input from multiple stakeholders and SME’s under tight deadlines
• Requires good interpersonal skills and the demonstrated ability to build and maintain positive relationships with management, direct reports, peers and stakeholders
• Ability to work under multiple deadlines while demonstrating a strong sense of urgency and a commitment to accuracy and meeting deliverables

Physical Requirements:
This role is largely a sedentary in nature. The role requires the ability to lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.
Supervisory Responsibilities:
This role leads an organization of approximately 40 quality auditors and specialists working remotely in Bangalore India, Mumbai India, and in the US. The position has 4-5 direct reports including managers. Responsibilities will include general management activities such as recruitment, approving time off, measuring performance, coaching/mentoring/counseling staff and much more. This leader is accountable for the satisfaction, engagement, and prosperity of their team.
Working Environment:
This job is remote (home-based) and requires attending online meetings both in voice and on video. Occasional travel to a professional office environment as well as in-person visits to client sites will be required. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, calculators, filing cabinets and fax machines.
Travel Requirements:
International and domestic travel required occasionally.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and requirements.
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.