About HireRight
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.
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:
- Bachelor’s degree/Graduate in any stream
Experience:
Minimum Exp –1 – 3 years of Exp in Voice or Blended process (preferable BGV Exp)
Knowledge & Skill:
- Ability to communicate in written and verbal English with fluency and politely
- Computer literate with specific experience of using Microsoft Office and email proficiently
- Ability to review details quickly and methodically
- Confident with telephone communications, including chasing for information whilst maintaining good client/candidate relations but robustly to be able to close tasks off
- Previous customer service experience preferred
- Hours will be 7:30 PM - 4:30 AM IST
What do we offer
Please submit resume/CV in English.
All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.
