Verification Processing Supervisor

isolved•Sandy, UT

3d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.