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 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.
Similar Jobs
What We Do
C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With nearly $21 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multi-modal transportation management system and expertise, we use our information advantage to deliver smarter solutions for our more than 105,000 customers and 73,000 contract carriers. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses. As a responsible global citizen, we are also proud to contribute millions of dollars to support causes that matter to our company, our Foundation and our employees.
