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.