Senior Quality Analyst-Shipping and Logistics
4 days ago
BACKGROUND TO THE REQUIREMENTFirstsource is actively recruiting a Quality Analyst for Shipping & Logistics (Preferably Trucking Industry). Should have experience in Phone/E-Mail/Chat & Backend process.
Should be able to develop and execute a robust Quality framework for all staff in the business. Should have related experience in freight forwarding or related field.
ROLE AND RESPONSIBILITIESThe Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.§ Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality§ Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business§ Ascertain right coaching needs are identified by the operations team through their evaluations§ Carry out calibration with stakeholders as per agreed process§ Proactive management of identifying trends, producing root cause analysis and providing solutions§ Develop & implement standard quality methodology to include guidelines, policies and procedures§ Work with the business leaders and managers to identify gaps and implement plans to close and improve§ Implement robust monitoring of internal QA and maintains an efficient performance management system§ Review and present regular management information on quality measures and improvements§ Meet KRA’s as agreed and any that may get added due to business needs§ Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.§ Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.§ Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.§ Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence§ Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.§ Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.§ Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.
PROFESSIONAL ATTRIBUTESCandidate should be able to demonstrate evidence of the following:§
Experience in Shipping & Logistics as a QA. Experience for Minimum 1 to 2 years in Quality Analyst role§ Skills & Knowledge to have: Freight forwarding, Transportation, Shipping, Suppy Chain, Logistics.§ Experience in managing quality for Inbound/Outbound & backend Shipping/Logistics process – min 1-2 yrs§ Experience in voice and non voice skills will be desirable§ Should have significant experience of coaching either face to face or in a virtual space§ Experience in data collection, analysis (RCA, TNI, quality tools), reporting & governance§ Educated to Degree level§ Should have worked with cross cultural team§ Ability to work across the training cycle from training needs analysis, design, delivery and evaluation§ Client/ Customer Relationship Management experience
PERSONAL ATTRIBUTES
§ Strong communicator, both in writing and spoken communications§ Articulate and confident standing up and delivering to large audiences.§ Demonstrated strong track record in driving continuous improvement in customer satisfaction.§ Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and statistical analysis tools§ Understands quality principles and§ Ability to manage multiple tasks simultaneously.§ Must be a results-oriented change agent; a skilled facilitator adept to influence, negotiation and conflict resolution§ Strong team building skills across sites, functions, technical and organizational levels§ Successful track record in peer collaboration.§ Ability to coach and mentor others§ Excellent ability to understand client business drivers and objectives.§ Highest standards of ethical behavior and positive contribution to the community, consistent with the values of the organisation.§ Enthusiasm for developing others§ The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem.§ Flexible and embraces change. Is able to stretch to meet business demands
Contact detailsNeelam SharmaEmail-
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