QA and Client Support Account Manager

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, Tennessee, 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

This role includes two main tasks;

Quality Assurance ( for local business)- providing daily support to the team and stakeholders by acting as Quality Assurance (QA) and an Editor, ensuring effective execution to improve performance with high quality service delivery for Clients.

Client Support (for local business in Japan) - will ensure response and resolution of numerous customer issues to achieve the highest level of satisfaction and product understanding for Local Japan clients. The role requires interaction with various customer contacts to facilitate problem resolution and escalate issues to appropriate personnel within J-Screen and HireRight.  Also acting as the day to day contact for a client or a number of clients; developing, managing and enhancing new and existing client relationships to ensure client retention, revenue and growth as well as promoting J-Screen/HireRight and its services through excellent customer service.

Responsibilities

QA including Editing responsibilities

• Perform quality audits to make sure the background screening process was conducted in line with the Client’s requirements and J-Screen/HireRight’s high quality standards as well as SOPs.
• Compare findings with company standards and Clients` SLAs/guidelines to make sure the Clients receive the reports tailored to their needs.
• Run a daily monitoring of outliers and QC errors to identify trends and find the areas for improvement that will be discussed with TL.
• Highlight to TL all inconsistencies in SOPs, procedures etc. once noticed.
• Follow – up with the concerned team for any change of updates to make sure all documentation is fully up to date.
• Utilize available communication channels (including team meetings) to stay up to date with procedures and processes.
• Need to take initiative for any process change requests as well as ideas for increasing the quality of the services.
• Acts as an QA/AC Trainer when necessary

Client Support (for local business in Japan)

• Acting as a dedicated Japan Client Contact Point responsible for overall relationship, growth, retention and customer support for a number of clients.
• Responsible for the optimization and smooth running of the clients overall screening program.
• Client Liaison – providing candidate/file and company specific information andprogress reports in response to clients’ enquiries / Handling all levels ofenquiries from customers
• Building long term relationships with the assigned clients
• Maintain and improve client satisfaction and performance;
• Maintain up to date client documentation including Service Level Agreementsand Terms of business, Meeting Minutes and Client Guides
• Promoting and discussing new services with their Clients
• Handling SLA reviews of their clients
• Leading frequent Client meetings (face to face and/or conference calls)
• Obtaining volume predictions from clients and feeding back to Operation
• Executes daily allocation and re-allocation of work in close co-operation with Team Leader
• Communicate with Stakeholders with tact and diplomacy, to clarify the missing information as quickly as possible
• Collaborate with HireRight Operation Team to keep Stakeholders informed of issues throughout the screening process
• Ensure all actions comply with all applicable Data Protection legislations

Others in General

• Keep to report, communicate, and consult with supervisors
• May contribute to internal projects by delivering specific tasks, knowledge and expertise
• May be asked to do other ad-hoc, job related duties
• Supports efficient communication and cooperation in the team as well as between the team and the rest of organization

Qualifications

• 1 or more years client management experience
• Equipped with commercial awareness skills to understand market trends and what is happening in the market
• Strong communication skills to communicate with all levels of management with diplomacy, tact and discretion.
• Ability to demonstrate influencing skills to implement new ideas and upsell with existing client base.
• Ability to project manage and meet deadlines; priorities, multitask and manage own and others time effectively
• Identifies ideas and opportunities and makes them happen
• Good Computer Literacy including MS Word, Outlook, Excel, PowerPoint etc.
• Building relationships with senior level contacts within client accounts.
• English: Native level
• Japanese:  Business level *More than a few years work experience in Japan is advantageous.

What do we offer

HireRight, LLC is an Equal Opportunity EmployerMinorities / Females / Veterans / DisabilitiesHireRight 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.All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.