Lead Verification Representative

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Requirements:

• Strong written and verbal communication skills with the ability to manage and motivate a remote team.
• Attention to detail and the ability to analyze and act on performance metrics.
• Organizational skills to manage multiple tasks and deadlines effectively.
• Experience with call center operations, ideally in a verification or customer service environment.
• Willingness to engage with the employees and provide feedback in a positive and encouraging manner.
• Experience with Google Docs or Microsoft Office.
• Self-starter who works well within a team, but can thrive independently as well.

Responsibilities:

• Oversee and support a team of Verification Representatives to ensure quality and accuracy in call pre-qualification and customer transfers.
• Monitor live calls and provide real-time guidance and feedback to ensure adherence to scripts and quality standards.
• Review performance data, identify areas for improvement, and implement corrective actions.
• Conduct regular performance reviews, offer coaching, and manage team development.
• Assist in monitoring staffing, tracking attendance, and managing team schedules.
• Collaborate with management to assess and implement updates to scripts, systems, and client requirements.
• Take on additional projects as needed to support the overall success of the verification process.