Lead QA Auditor​/Case Manager

Case Manager / Lead QA Auditor (S4) – UK based

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do—from our customers and partners to our greatest advantage: our team members. Say hello to a rewarding career and come join a leading provider of mission‑critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage. First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services. Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

The Case Manager will be responsible for ensuring that client orders are completed in line with their screening program criteria from start to end. The primary responsibility will be to review cases at pre-process, QC (post-process) and after the post-process review stage to identify and resolve any quality issues with the data provided by the applicant or that obtained by First Advantage.

It involves a keen attention to detail and full QC on the end-to-end process starting with information received from the applicant, all the way to signing off all information received before it is shared with the Client. Through this, the case manager aims to deliver the highest level of quality for the Client, and provide them with the comfort they can make sound hiring decisions with a comprehensive final report they can trust.

• Conduct pre-process and post-process review using the (Client-specific) checklist and Client SOP as a guide; ensuring that all mandatory pieces of information and documentation are present before fulfilment of the case begins, and after fulfilment has been completed.
• Complete search level data entry on behalf of the Client by adding searches to cases as needed.
• Conduct a holistic review of all searches completed within a case to ensure that all required searches were carried out using the correct details and were completed accurately and according to client requirements.
• Serve as the senior quality subject matter expert for complex, high-risk and escalated cases, providing guidance and ensuring compliance with client requirements, quality standards and operational procedures.
• Review and provide guidance on exceptions where standard operating procedures cannot be followed, ensuring client‑specific requirements, compliance obligations and associated risks are appropriately considered and documented.
• Maintain accurate, detailed and clear system notes and case records, ensuring all significant actions, decisions, findings and communications are documented in accordance with operational standards.
• Monitor SLA performance throughout the screening lifecycle, proactively identifying risks to delivery timelines and taking appropriate action to mitigate delays.
• Review quality outcomes throughout the screening lifecycle, identifying gaps in process execution and ensuring quality standards have been consistently applied.
• Support the creation, review and maintenance of process documentation, work instructions, quality guidance materials and client‑specific procedures to ensure accuracy and operational consistency.
• Conduct audits, identify quality trends, process gaps…