Supervisor Bpo

C H Robinson is seeking a dedicated Supervisor BPO Lead - Quality Assurance to join our team In this role you will manage and develop your team ensuring operational excellence and compliance with processes You will set yearly KPIs to support strategic objectives and oversee team operations to meet the needs of CHR Offices As a trusted leader you will solve complex challenges and drive success through your knowledge experience and professionalism If you have a passion for leadership and customer service we want to hear from you DUTIES AND RESPONSIBILITIES The duties and responsibilities of this position consists of but are not limited to the following Quality Assurance Audit Methodologies - Expertise in process audits compliance checks and service-level agreements SLA monitoring KPI Performance Monitoring - Track and analyse performance metrics of the teams who have processed the transactions such as accuracy rates turnaround times TAT and issue resolution Root Cause Analysis Corrective Actions - Identify process gaps assess the risk associated conduct root cause analysis RCA and implement corrective and preventive actions CAPA Data Analysis Reporting - Strong command over Excel Power BI tools to assess trends and generate quality reports Leadership Team Management - Mentor and guide the QA team while collaborating with BPO partners for continuous improvement Problem-Solving Decision-Making - Proactive approach to identifying operational inefficiencies and implementing effective solutions Strong Communication Negotiation Skills - To liaise between internal stakeholders and third-party vendors ensuring quality benchmarks are met Attention to Detail - Ensure error-free audits and detailed reporting on quality performance Identify process gaps and recommend improvements Contribute to wider decision making including the development of practices processes and procedures Ensure optimal level of customer services and collaborate with stakeholders for all requests requirements Provide and maintain a high level of customer service with CHR offices Work effectively in a team environment and collaborate cross functionally building relationships with account management by proposing process improvement and or consultative leads Participate in onboarding and new hire process selection induction and training as per according to the company standards Contributes to wider decision making including the development of practices processes and procedures Other duties or responsibilities as assigned according to the team and or country specific requirements QUALIFICATIONS Required Bachelor s degree from an accredited college or university Minimum 8 years relevant trade experience Ability to work a flexible schedule some evening and or weekend work may be required for select roles Site Specific Fluent in English written and verbal Preferred Experience in Logistics Operations Processes - Fair understanding of supply chain management Freight forwarding processes Experience in Quality Assurance within the logistics sector or BPO vendor management Experience in training teams on quality standards best practices and compliance expectations Prior experience in a Quality Lead or Supervisory role Hands-on experience in process improvement initiatives Certification in Six Sigma ISO standards Power BI etc Proactive ambitious and hardworking Critical thinking analytical and problem-solving skills Strong Leadership skills including a presence within the team ability to direct work training and coaching skills and ability to make timely decisions Previous experience with process improvement and maximizing efficiency and customer satisfaction Values a diverse and inclusive work environment Your Health Wealth and Self Your total wellbeing is the foundation of our business and our benefits support your financial family and personal goals We provide the top-tier benefits that matter to you most including Group Mediclaim Policy GMC Group Personal Accident GPA policy Covid-19 related coverage and reimbursement Employee State Insurance Corporation ESIC Group Term Life GTL Insurance Plan for employees Employee Stock Purchase Plan ESPP Investment Declaration Flexi Benefit Plan Variable Pay based on position Flexible work arrangements Paid Privilege Casual and Sick Leaves Paid Maternity Paternity Leaves Paid Compassionate Leaves Paid Public Holidays Paid time off to vote Reward Recognition Program Wedding Allowance Special Mobility Assistance Employee Wellness Initiatives Plus a broad range of career development networking and team-building opportunities Equal Opportunity Employer C H Robinson is proud to be an Equal Opportunity Employer We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace We value unique experiences and diverse backgrounds of our people within our company our business relationships and our communities We re committed to providing an inclusive environment free from harassment and discrimination where all employees feel welcomed valued and respected