Verification Processing Lead: Remote QA & Team Coach

iSolved HCM; Sandy (UT); On-site; USD 60,000 - 80,000; Full time

Job summary

isolved oversees the Verification Processing Supervisor role, leading a team of Verification Processing Agents and guiding daily operations, ensuring timely and accurate verifications across channels.

The position emphasizes coaching, quality assurance, and performance management, with a focus on meeting metrics and maintaining high standards while supporting customer service outcomes in a remote-capable environment.

Qualifications

• High school diploma or equivalent.
• Bachelor's degree preferred.
• 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.

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.

Skills

Attention to detail

Team leadership

Quality assurance

Coaching

Communication

Autonomy

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

InContact

Five9

Dialers

Job description

isolved oversees the Verification Processing Supervisor role, leading a team of Verification Processing Agents and guiding daily operations, ensuring timely and accurate verifications across channels.

The position emphasizes coaching, quality assurance, and performance management, with a focus on meeting metrics and maintaining high standards while supporting customer service outcomes in a remote-capable environment.