Senior Service Delivery Specialist
About the role
SENIOR SERVICE DELIVERY SPECIALIST
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.
What You'll Do
A successful Senior Service Delivery Specialist is a senior subject matter expert responsible for supporting the accurate , consistent, and compliant delivery of screening services across Australia and New Zealand. This role provides expert guidance across database checks, criminal checks, verifications, and quality controls, supporting delivery teams through SME judgement, issue resolution, and quality assurance to protect client outcomes and regulatory compliance.
Responsibilities:
Service Delivery SME & Decision Support - Acts as a recognized SME across screening services, including database checks, criminal checks, verifications, and quality standards, providing day ‑ to ‑ day operational guidance and decision support to enable accurate and compliant execution.
Q uality & Accuracy Oversight - 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.
Complex Issue Resolution & Escalation - Support the resolution of complex, high ‑ risk, or non ‑ standard screening issues, applying SME judgement and escalating material risks or systemic concerns where required .
Compliance & Process Adherence - Reinforce adherence to screening procedures, quality controls, and regulatory requirements across Australia and New Zealand, identifying non ‑ conformance or gaps and supporting corrective actions.
Service Review & Assurance Activities - Conduct targeted reviews, audits, or deep ‑ dive assessments of screening outputs to validate accuracy, completeness, and alignment to defined service standards.
Continuous Improvement Contribution - Identify process inefficiencies, failure points, or quality risks within screening workflows and contribute practical improvement recommendations and change adoption support.
Capability Enablement & Knowledge Sharing - Support operational capability uplift by sharing SME knowledge, coaching delivery teams, and contributing to training materials, procedural updates, and operational guidance.
Performance & Quality Reporting Support - Provide insight and analysis to support service delivery and quality reporting, highlighting trends, risks, and improvement opportunities for operational leadership.
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 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.
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
Employee Impact Groups
FA Cares volunteer opportunities
Mentorship Advantage Program
SOAR, award-winning manager development program
Additional benefits offered include:
Competitive Salary Package
Hybrid work set up
What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise , tell us about you by applying now!
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
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