Researcher 1 - (Voice Process/ Night Shift)

Role & responsibilities

• 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.

Preferred candidate profile

Minimum 1 - 3 years of Exp in Voice or Blended process

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 6:00 pm - 3:30 am IST