Job description

The ICQA Supervisor role is responsible for supervising day-to-day Inbound or Outbound Fulfillment Center operations with accountability for overall safety, quality, performance, and member experience. The position requires planning beyond immediate operational needs to ensure sufficient resourcing of the function, including identifying training needs, managing absence and performance management processes, and applying coaching and continuous monitoring to drive productivity. The role involves setting and clarifying departmental requirements and expectations, ensuring understanding and compliance with safety procedures, enforcing safe working practices, and documenting accidents and incidents in a timely manner. The Supervisor prioritizes meeting deadlines, exhibits professional behavior while coping with ambiguity and change, drives results, and proactively addresses obstacles. Responsibilities include communicating and enforcing company policies consistently, sourcing and nurturing improvement ideas and translating them into improvement plans, sharing best practices across departments and shifts, and collaborating closely with HR, Facilities, Safety, and IT to secure resources for projects and initiatives. The role also includes tracking production metrics, utilizing data to develop strategies for continuous improvement, reporting to management, assisting with long-term operational strategic planning, mentoring and training team members to optimize performance, recognizing top performance, administering coaching and progressive discipline, proposing and implementing improvements in equipment and processing methods, conducting daily and weekly timecard reviews to ensure pay accuracy, and performing flexible duties including rotating shifts, extended hours, holidays, early arrivals, and post-shift pass-downs, reports, and timecard reviews.