Conducted team meetings monthly for team members as per the changes in Standard Operating Procedures (SOPs)/ performance standards.•Organize and present training material •Document all work performed and maintain files containing case papers and supporting documentation•Responsible for coaching and development of staff to ensure customer service goals are met or exceeded•Ensured that staff is motivated, monitored, and measured in line with company targets and performance standards.•Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Produced accurate reports on team performance.•Responsible for completing confidential background investigations of applicants under consideration for hire by various contracted employers; gathering, compiling, and analyzing relevant facts.•Prepared daily workloads for staff & coordinating the daily allocation of work, Motivating the team to achieve high standards and targets.•Root cause analysis and implementation of corrective action for process-related concerns.•Handled all client concerns, complaints, and issues.•Conduct reference or background checks on job applicants.•Analyze failure, corrective and preventive action to respond to client complaints.•Insightful understanding of all processes and systems connected with the Background verification industry; efficient in performing all Trade operations, including coordinating with various onshore clients.•Adept at taking inputs from clients, understanding the user requirements, initiating the BGV process, and delivering the best within the given time frames.•Utilized research skills, statistical analysis, and data collection techniques to ensure complete and accurate information.