Supervisor BPO

C.H. Robinson is seeking a dedicated Team Lead - Quality (Supervisor BPO) 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.