How Checkr is Leveraging Humans to Build Trust in Technology
For employers, embracing technology is a must-have rather than a nice to have. As our workforce continues to grow and options for employment diversify into flexible, remote and on-demand models, the need for technology increases.
We’re able to complete tasks and jobs quicker by adopting new technology. Checkr’s technology allows employers to conduct pre-employment screenings (also known as background checks) at a record pace. What used to take weeks and months can now be completed in hours and days. Checkr’s technology, for the most part, is routinely able to determine whether records should/should not be displayed on a candidate’s background report. This allows employers to speed up their hiring process and candidates to go to work faster. However, there are times when our technology needs a second opinion to determine record confidence. Our Quality Assurance and Investigations teams work in partnership with our technology to provide these second opinions.
We often think of humans using technology to make decisions. The reverse is also true. Checkr's technology leverages humans to make decisions. Housed within Checkr’s Operations department, the QA and Investigations teams are a group of compliance experts that serve as a human layer of trust. The QA and Investigations teams are Checkr’s front line of defense in mitigating risk. These compliance experts are tasked with verifying the accuracy and completeness of information both pre and post completion of reports.
Before a report is completed, the Quality Assurance team reviews unique records when our technology is unable to make a confident determination as to whether or not to display a record. After a report is completed, the Investigations team is tasked with verifying the accuracy of the disputed information. Both teams conduct a level of investigation our technology cannot. Keeping in mind most public records are not updated in real-time and vary in the depth of information across jurisdictions, the QA and Investigations team use traditional outreach methods to verify records. This may require them to seek information from courts, law enforcement agencies, and court researchers using the traditional methods of conversation via phone, fax, USPS, and email.
Sparing the intricate details of how the work is done, both teams work to surface system issues, compliance patterns, and trends that pose risk to the company. They provide in-depth analysis into the why and how of records and work to ensure the maximum possible accuracy of our reports. Their insights are shared across Checkr teams to improve coverage, functionality, efficiency, and compliance. They work hand-in-hand with our technology to make compliant decisions.
For most tech companies, innovation means automating tasks to find and produce results faster. To move the automation along, the product needs people to poke holes, verify information through workflows, and be an active part of the feedback loop. People help technology do more and do it better. This level of innovation requires companies to find new ways to work. For Checkr, layering humans into the report review process is a must in order to build and enhance trust in the product.
As we continue to automate workflows and tasks, one would assume we would have a need to eliminate team members. But it’s quite the opposite—we’re growing our teams to accommodate new product features/screenings, levels of analysis and the overall increase in report volume. Checkr needs people and people need technology. Together, we build confidence in the background screening process and provide seamless hiring solutions and candidate experiences.