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

r3 Consultant; Maharashtra; On-site; INR 700,000 - 1,000,000; Full time

Job summary

A leading BGV service provider in Pune is seeking a Team Lead to manage a dynamic team overseeing US Background Verification processes and Customer Service. The successful candidate will have 4–7 years of experience in the field and at least 1–2 years in a leadership role. Responsibilities include managing verification workflows, enhancing team performance metrics, and handling client escalations. Excellent communication skills and a proactive mindset in process improvement are essential for this position. This role offers an onsite opportunity in Hinjewadi Phase 1.

Qualifications

• 4–7 years of experience in US Background Verification / BGV operations and Customer Service (Voice).
• 1–2 years of experience as a Team Lead or in a supervisory role.
• Excellent verbal communication skills with a neutral accent.

Responsibilities

• Lead and manage a team handling US Background Checks and customer service voice support.
• Ensure timely completion of verification processes as per client SLAs.
• Monitor and improve team performance across both voice and non-voice metrics.

Skills

US Background Verification

Customer Service (Voice)

Team Leadership

Problem-solving

Communication Skills

Education

Graduate in any discipline (HR/Commerce preferred)

Tools

MS Excel

CRM tools

Job description

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

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