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.

• 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.

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.

Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

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).

Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience; may not require prior management experience.

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.

Erroneous decisions or failure to achieve results may cause delays in schedules.

• 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.

• Bachelor's degree preferred.
• Prior management experience preferred.
• Experience with call center platforms (in Contact, Five9, etc.), including automated dialers, local call presence, and inbound/outbound routing preferred.

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Yes, up to 15% domestic travel may be required.

Employee must be legally authorized to work in the United States.

Hourly, non-exempt

Remote - any approved U.S. states

Verification Processing Supervisor

July 1, 2026

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