Verification Processing Supervisor

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.