Key Responsibilities and Required Skills for Verification Quality Coordinator

🎯 Role Definition

The Verification Quality Coordinator is responsible for designing, implementing and maintaining quality assurance programs for verification operations (identity, document, KYC, fraud checks). This role drives measurable improvements in accuracy, turnaround time, compliance and customer experience through monitoring, root cause analysis, coaching, and continuous process optimization. The ideal candidate is data-driven, process-oriented, experienced in verification workflows, and skilled at translating quality insights into operational change.

📈 Career Progression

Typical Career Path

Entry Point From:

Verification Analyst / Verification Specialist
Quality Assurance Analyst (contact centers, back office)
Compliance or Fraud Analyst

Advancement To:

Verification Quality Manager / Lead
Quality Assurance Manager (Operations)
Head of Verification / Director of Verification Operations

Lateral Moves:

Process Improvement Analyst
Compliance Program Manager
Risk & Fraud Operations Lead

Core Responsibilities

Primary Functions

Design and execute the verification quality assurance program including sampling methodology, scorecards, and SLA/KPI definitions to measure verification accuracy, compliance and throughput across identity, document and KYC verification channels.
Conduct regular and ad-hoc quality audits of verification decisions, document reviews, and identity checks to ensure adherence to regulatory requirements, internal policies, and customer experience standards.
Create, maintain, and iterate detailed QA scorecards and rubrics for reviewers and adjudicators; ensure scorecards reflect regulatory changes, new product features, and risk tolerance.
Analyze verification quality data (error types, trends, false positives/negatives) using SQL, spreadsheets or BI tools to identify systemic failures, quantify impact, and recommend corrective actions.
Lead root cause investigations on recurring verification errors and process breakdowns; produce actionable corrective action plans with ownership, timelines and measurable outcomes.
Partner closely with verification operations, training, product and compliance teams to translate QA findings into targeted coaching, SOP updates and product/UX changes that reduce error rates and cycle times.
Develop and deliver targeted training, calibration sessions and quality workshops for verification teams, reducing inter-rater variability and improving decision consistency.
Monitor and report verification KPIs and quality metrics (accuracy, AHT, rework rate, appeals, SLA compliance) to stakeholders through weekly dashboards, executive summaries and monthly deep dives.
Manage appeals and dispute quality workflows; review escalated verification cases, ensure fair adjudication, and identify trends that require policy updates or further training.
Establish and maintain sampling strategies that ensure statistically valid QA coverage across channels, shift patterns and third-party verification providers.
Implement and own scorecard grading processes, including grade normalization, calibration meetings, and monthly quality targets for teams and vendors.
Oversee vendor quality performance for third-party identity/document verification providers, including KPI tracking, SLAs, scorecard alignment and remediation plans.
Create and maintain comprehensive QA documentation, SOPs, calibration guides and knowledge base articles used by operations and training teams.
Drive continuous improvement projects using Lean, Six Sigma or similar methodologies to optimize verification throughput, reduce rework and eliminate non-value-added steps.
Support regulatory and audit readiness by preparing evidence packages, test plans and remediation proof points for internal and external audits related to verification and KYC controls.
Lead cross-functional incident response for high-impact verification failures (fraud spikes, systemic false accepts/declines), coordinating containment, communication and post-incident corrective actions.
Support implementation and tuning of automated verification tools and ML models by validating model outputs, labeling edge cases and providing feedback loops to product and data science teams.
Establish processes for data integrity checks and reconciliation between verification platforms, case management systems and reporting tools to ensure consistent quality reporting.
Drive stakeholder communications on verification quality initiatives, including executive-level summaries, board reports and change requests that require resourcing or policy approval.
Maintain an up-to-date knowledge of regulatory requirements (AML/KYC, GDPR/PDPA, industry-specific identity standards) and ensure verification quality processes remain compliant.
Facilitate quarterly or monthly calibration and alignment sessions with cross-regional verification teams to standardize quality expectations and share best practices.
Design and track incentive structures or recognition programs aligned to quality outcomes to promote a quality-first culture within verification teams.
Provide hands-on coaching and remediation for high-risk or underperforming reviewers, creating individualized development plans to achieve quality targets.
Maintain oversight of data privacy and retention standards for verification case files, ensuring secure handling and destruction in accordance with policy.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.
Provide input to product requirements for new verification features from a quality and operational readiness perspective.
Assist in evaluating and onboarding new verification technologies or vendors, completing POCs and quality performance assessments.
Create internal training materials and quick reference guides to reinforce QA standards and process updates.
Support cross-functional pilots to measure the impact of automated decisioning on verification quality and customer friction.

Required Skills & Competencies

Hard Skills (Technical)

Verification program management: experience building and running QA programs for identity/document/KYC verification workflows.
Quality audit design: creating statistically valid sampling strategies and audit plans.
Data analysis & visualization: proficiency with SQL, Excel (advanced), and BI tools (e.g., Tableau, Power BI, Looker) to analyze error trends and present insights.
KPI & SLA management: defining, tracking and reporting quality metrics such as accuracy, rework rate, SLA compliance and TAT.
Root cause analysis & corrective action planning: strong problem-solving frameworks (5 Whys, RCA) and track record of implementing lasting fixes.
Process improvement methodologies: experience with Lean, Six Sigma, Kaizen or similar continuous improvement practices.
Case management & ticketing systems: familiarity with verification platforms, case management tools and workflow automation (e.g., Zendesk, ServiceNow, custom platforms).
Regulatory & compliance knowledge: working understanding of AML/KYC regulatory requirements, PII handling, data privacy (GDPR) and audit evidence preparation.
Vendor management: experience setting SLAs, scorecards and remediation plans for third-party verification providers.
Quality scorecard creation and calibration: developing rubrics, grading guidance and inter-rater reliability processes.
Basic scripting or data wrangling (Python, R, or scripting macros) is a plus for automating recurring QA reports.
Familiarity with identity verification technologies (document OCR, biometric match, liveness detection) and how they affect QA outcomes.

Soft Skills

Strong communication: clear written and verbal reporting to operations, product, compliance and senior leadership.
Coaching and mentoring: ability to provide constructive feedback and structured performance improvement plans.
Attention to detail: meticulous in audit work and documentation to ensure compliance and reproducibility.
Stakeholder management: effective at influencing cross-functional teams and driving alignment on quality priorities.
Analytical mindset: uses data to prioritize issues and recommend high-impact solutions.
Time management: capable of juggling multiple audit streams, remediation projects and stakeholder updates.
Adaptability: works effectively in fast-paced environments with changing regulations and product features.
Leadership presence: able to lead calibration sessions and quality forums with credibility.
Ethical judgment: handles sensitive PII and compliance issues with high integrity and confidentiality.

Education & Experience

Educational Background

Minimum Education:

Bachelor's degree in Business, Finance, Information Systems, Criminal Justice, Statistics, or a related field OR equivalent relevant work experience in verification, QA, compliance or operations.

Preferred Education:

Bachelor's or Master’s degree in a related discipline; certifications in Quality Management (e.g., Six Sigma, Lean) or Compliance (e.g., CAMS) considered a plus.

Relevant Fields of Study:

Business Administration
Information Systems / Data Analytics
Criminal Justice / Compliance
Risk Management
Industrial Engineering / Operations Management

Experience Requirements

Typical Experience Range: 2–5+ years in verification operations, quality assurance, compliance, or fraud prevention roles.

Preferred:

3+ years managing QA programs specifically for identity/document verification, KYC or fraud review workflows.
Experience working with cross-functional teams in product, data science, and compliance to implement verification improvements.
Demonstrated track record of reducing error rates and improving verification KPIs through data-driven initiatives.