Senior BPO Coordinator

C.H. Robinson is seeking a highly skilled Senior BPO Coordinator to join our team. In this role, you will perform advanced operational tasks to support Global Forwarding BPO, ensuring data integrity, quality, and process efficiency. You will manage workflows, delegate tasks, and may work with specific customers or within a centralized operations center. This position requires a keen eye for detail and excellent organizational skills. If you excel in high-level operations and thrive in a dynamic environment, we want to hear from you.

Position Summary

The Senior BPO Coordinator (QA) Coordinator has ownership of the quality assurance responsibilities and activities for all assigned GSSI operational lines of service (C.H. Robinson and 3rd Party).  The QA Coordinator works closely with the QA Team Lead to ensure that processes are delivered at or better than agreed service levels for reliability (timeliness & accuracy).

Principal Accountabilities

• Serve as first line of support for both Associate and BPO Coordinators
• Understand process workflows, process maps and preferences and apply this knowledge to create efficient, cost-effective solutions in the process
• Build good relationship with CHR & 3rd Party offices by responding timely and following up on issue resolution
• Contributing process standardization and optimization ideas to team management to improve the process efficiency
• Identify & support efficiency improvements.
• Coach and support Juniors in process complexities to help improve productivity
• Manage execution of assigned QA activities, including SOW, SLA, & SOP documentation, quality assurance and testing. 
• Recommend corrective action and preventive action on all process in agile approach
• Adapt testing policies, procedures and standards across all process. 
• Adapt the testing strategy to the project’s expansion. 
• Assess risks early in the process pipeline and deliver reports and recommendations on how to fix the situation to the process. 
• Maintain confidentiality around sensitive documentation
• Prepare ad-hoc reports on processes when required, in addition preparing Monthly Volume reports.
• Create Quality Assurance Templates for audits.
• Serve as key account contact
• Identifying and eliminating inefficiencies in audit procedures for the process
• Use data driven insights basis reports and measuring the effectiveness of quality control processes

Qualifications

Required

• Certification on ISO 9001:2015
• Certification on Six Sigma
• Proficient in English
• Minimum 6 years of experience within the Freight forwarding/shared services/BPO industry.
• Excellent negotiation, interpersonal, and conflict resolution skills 
• Technical, cautious, and methodical Thinker
• Effective learner
• Attention to detail & Quick learner
• Good knowledge in MS Office (Especially in MS Excel)
• Good logical Skills & time management skills

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 Statement

C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.