Process Improvement Supervisor

Essential Job Functions:

Quality Assurance

• Execute and monitor applicable KPIs according to company standards;


• Perform daily monitoring of key performance indicators, including: LNR, Milestones, POD Latency, Pre-Alerts, CN, Timely Invoicing, Timely Loss Review, Unbilled Revenue, Open Accruals, Imbalances, Data Quality Reports, Other operational metrics as required;


• Collaborate with the Operations Manager to establish performance improvement plans;


• Identify trends, root causes, and opportunities for process improvements;


• Provide regular performance reports and recommendations.

 Client Relationship Management:

• Serve as the primary escalation point for client issues;


• Ensure alignment between client expectations and operational capabilities;


• Communicate proactively with clients regarding performance, issues, and solutions;


• Work with Operations leadership to investigate and resolve service issues;


• Maintain strong, professional relationships with clients.

Supervisory Responsabilities

• Supervise staff assigned to the Quality Assurance division;


• Provide coaching, feedback, and performance management;


• Support hiring, onboarding, and training activities as needed;


• Ensure team compliance with company policies and procedures;

Key Competencies

• Strong analytical and problem-solving skills;


• Client-focused mindset;


• Effective communication and interpersonal skills;


• Ability to manage escalations and sensitive situations;


• Leadership and team supervision;


• Process improvement orientation.

Educations and Experience

• Bachelor’s degree or equivalent experience;


• Experience in operations, quality assurance, or client relationship roles;


• Supervisory experience preferred;


• English proficiency required;