SENIOR SERVICE DELIVERY SPECIALIST
We enable organizations to hire smarter and onboard faster.
Responsibilities
* Act as a recognized subject matter expert across screening services, including database checks, criminal checks, verifications, and quality standards, providing day‐to‐day operational guidance and decision support.
* Monitor quality outcomes, error trends, and rework drivers across service delivery, identifying risks and patterns and recommending targeted actions to improve consistency, accuracy, and efficiency.
* Support the resolution of complex, high‐risk, or non‐standard screening issues, applying SME judgement and escalating material risks or systemic concerns where required.
* Reinforce adherence to screening procedures, quality controls, and regulatory requirements across Australia and New Zealand, identifying non‐conformance or gaps and supporting corrective actions.
* Conduct targeted reviews, audits, or deep‐dive assessments of screening outputs to validate accuracy, completeness, and alignment to defined service standards.
* Identify process inefficiencies, failure points, or quality risks within screening workflows and contribute practical improvement recommendations and change adoption support.
* Support operational capability uplift by sharing SME knowledge, coaching delivery teams, and contributing to training materials, procedural updates, and operational guidance.
* Provide insight and analysis to support service delivery and quality reporting, highlighting trends, risks, and improvement opportunities for operational leadership.
Qualifications and Requirements
What You Will Need to be Successful
* Minimum 3 years' experience in operational service delivery within a regulated environment.
* Demonstrated capability in quality and compliance applications, including investigating complex cases, identifying errors, and supporting corrective actions.
* Proven ability to analyze performance and quality data, identify trends, and recommend improvement opportunities.
What You May Need to be Successful
* Hands‐on exposure to screening activities such as database checks, criminal checks, verifications, and/or quality assurance.
* Strong operational judgement and problem‐solving skills, with the ability to assess risk, interpret standards, and provide clear, practical guidance in complex or non‐standard scenarios.
* Stakeholder communication skills, enabling effective collaboration with delivery teams, SMEs, and operational leaders without formal line authority.
* High attention to detail with a quality‐first, customer‐inspired mindset, ensuring accuracy, consistency, and compliance across screening services in a regulated environment.
Equal Employment Opportunities
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
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