Criminal Record Processing Supervisor

Job Description

Criminal Record Processing Supervisor

M1

Summary/Objective

The Criminal Record Processing Supervisor oversees the day-to-day operations of the criminal record processing department, ensuring all background check orders are processed accurately, efficiently, and in compliance with FCRA regulations and client-specific requirements. This role provides direct supervision to a team of Criminal Record Processing Agents, monitoring individual and team performance metrics, maintaining quality standards, and serving as the primary resource for escalated processing questions. The Criminal Record Processing Supervisor is expected to maintain a deep working knowledge of all processing functions and lead the team in delivering timely, compliant results for our clients.

Core Job Duties

• Supervise the daily operations of the criminal record processing team, assigning workloads and monitoring queue activity to ensure all orders are completed within established timelines.
• Serve as the primary escalation point for complex processing questions, order discrepancies, and client-specific setup issues.
• Monitor individual and team performance metrics, including RPH (Reports Per Hour) and mistake ratios, and provide regular coaching and feedback to drive continuous improvement.
• Conduct quality assurance reviews of completed background check orders to identify errors before they reach clients.
• Maintain a team mistake ratio of less than 1% of total processed reports on a monthly basis.
• Ensure all processing activity adheres to FCRA regulations, state-specific requirements, and client-defined specifications.
• Develop and maintain department procedures, reference materials, and training documentation.
• Onboard and train new Criminal Record Processing Agents, ensuring proficiency in all processing functions within established ramp timelines.
• Partner with Client Services to resolve report-specific issues and respond to client processing inquiries.
• Identify workflow inefficiencies and recommend process improvements to leadership.
• Coordinate performance management processes, including documentation of performance concerns and participation in formal review cycles.
• Maintain department tools and resources with current procedures and expectations.
• Other duties as assigned.

Job Complexity

Works on issues of limited scope. Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

Interaction

Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

Supervision

Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally supervises semi-skilled employees (e.g., production, customer support, clerical).

Experience

Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience; may not require prior management experience.

Scope

Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

Discretion

Erroneous decisions or failure to achieve results may cause delays in schedules.

Minimum Qualifications

• High school diploma or equivalent.
• Demonstrated expertise in criminal record processing, including county criminal searches, database filtering, Identity Development interpretation, and FCRA compliance.
• Strong attention to detail with the ability to identify errors and maintain accuracy under volume.
• Proven ability to lead, coach, and develop a team in a production-focused environment.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and maintain team performance against defined metrics.
• Confidence in decision-making and the ability to communicate process rationale clearly.
• Proficiency with background screening platforms, including Tazworks or equivalent systems.

Additional Preferred Qualifications

• 2+ years of experience in criminal record processing or background screening operations preferred.
• Prior supervisory or team lead experience preferred.
• Knowledge of FCRA requirements and state-specific adjudication guidelines preferred.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Hourly, non-exempt

Location

Remote - any approved U.S. states

Internal Job Title

Criminal Record Processing Supervisor

Effective Date

July 1, 2026

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.