Baru Service Quality Analyst

Date Posted: 1 hari yang lalu

Job Description

Role Summary: Apply analytical expertise to ensure the real time response to potential service incidents. Provide reporting services for key operational performance indicators to identify opportunities to improve service quality and drive down costs. Production of quality performance reporting on a scheduled or ad-hoc basis, and ongoing. Main Responsibilities:
  • Interpret and analyze the measurement, monitoring and action of performance and productivity measures to ensure network operations KPI’s are met.
  • Keep track of actions that are taken to address and identify problem areas and monitor performance for improvement.
  • Contribute and participate in field review projects / programs as requested or required.
  • Create of user documentation for performance reporting and communication to user community.
  • Conduct user acceptance testing and implementation support of changes to the reporting systems to ensure quality of the measurement and reporting is maintained.
  • Investigate into accuracy of performance measurement or reporting, keeping stakeholders appraised of status and raising notifications where necessary.
  • Use existing tools and methodology to conduct in-depth analysis to identify issues, problem and opportunities.
  • Prepare regular performance reporting (specific or regular) in line with the daily/weekly/monthly reporting schedule


  • Minimal Bachelor Degree from any major with related experience.
  • 3 years distribution / transportation experience preferably in an Operations domain.
  • Familiarity with DHL Express, KPIs specific to Operations, standard operating procedures and IT / reporting systems.
  • English Communication skill (written & spoken)
  • Must be able to demonstrate ability to influence decisions/actions.

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