When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Job Description:

The Quality & Process Excellence Specialist is a pivotal role within the Client Services department, dedicated to elevating the client experience and optimizing internal workflows. This role goes beyond traditional quality monitoring; it requires a proactive, analytical professional who can deep-dive into client satisfaction data, intercept and resolve critical escalations, and translate service gaps into robust process improvements.

Operating at the intersection of quality assurance, knowledge management, and customer advocacy, the successful candidate will ensure that the Client Services team continuously delivers high-quality, effective, and compliant background screening solutions.

Responsibilities:
- Analyze CSAT surveys to uncover trends and service gaps.




- Conduct outreach with dissatisfied clients to gather actionable feedback.
- Perform error analysis to identify root causes of low satisfaction.
- Resolve high-priority client escalations with empathy and speed.
- Lead Root Cause Analysis (RCA) using frameworks like 5 Whys and Fishbone diagrams.
- Develop and implement Corrective and Preventive Action (CAPA) plans.
- Synthesize feedback from surveys, escalations, and internal teams.
- Design and execute workflow optimization initiatives.
- Collaborate with Training teams to embed quality insights into learning programs.
- Maintain and update the Client Services knowledge base in CRM tools.
- Communicate process changes and compliance updates clearly across the team.
- Facilitate calibration sessions to align on service standards.

Qualifications:
- Minimum of 4 years of dedicated experience in a Quality Assurance, Process Excellence, or Co

📌 Sr Coordinator, Training (Thane)
🏢 Accurate Background India
📍 Thane