Verification Processing Supervisor M1
Summary/Objective
- The Verification Processing Supervisor oversees the day-to-day operations of the verifications department, assigning tasks and monitoring call queues to ensure all work is completed on time.
- This role provides guidance, support, and leadership to a team of Verification Processing Agents to ensure that verification tasks are completed accurately and within established timelines.
Core Job Duties
- Respond to verifier questions and assist with complex verification processing issues.
- Communicate with each team member on a weekly basis regarding individual metrics and provide coaching for improvement.
- Assign workloads to team members and manage call queues to ensure all work is completed daily.
- Perform quality assurance review of every completed verification to catch errors before they reach clients; listen to three recorded calls per verifier per week to ensure quality standards.
- Maintain a team UTV rate of 10% or less, a mistake rate of less than 1% per month, and ensure all verifiers meet their call goals.
- Proactively solve problems and implement appropriate changes to ensure team goals are met.
- Maintain department tools, including Guru, AOM, and Drumbeat Meetings, with current and expected procedures.
- Manage and supervise vendor relationships between software providers and verification companies.
- Coordinate performance management processes.
- Develop and implement training programs for the verifications team.
- Manage incoming calls, emails, and chats.
- Provide customer service support by resolving escalated customer complaints and issues.
- 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.
- Proven ability to identify and correct errors, ensuring quality and precision.
- Strong self-motivation and the ability to work with autonomy.
- Ability to work effectively in a team environment.
- Strong written and verbal communication skills.
- Strong problem-solving skills.
Additional Preferred Qualifications
- Bachelor's degree preferred.
- Prior management experience preferred.
- Experience with call center platforms (inContact, Five9, etc.), including automated dialers, local call presence, and inbound/outbound routing 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
- Verification 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.