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Service Quality Analyst

Updated: 16/08/2018

Employment Information


  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

Overall Purpose: Apply analytical expertise to ensure the real time response to potential service incidents and provide reporting services for key operations performance indicators to identify opportunities to improve service quality and drive down costs


  • Provide support to ensure Country has a direct point of contact for escalated issues
  • Prepare regular performance reports and analysis
  • Focal point for the tracking, analysis and reporting of Global & Regional Ops KPIs and in the identification of issues and opportunities
  • Ensure functional interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements
  • Work together to manage QSMS update system as required
  • Collaborate to respond to potential service incidents to activate contingency plans to meet the transit time promise of our customers if necessary
  • Provide visibility on Operations performance and advise management of status and progress with regards to the achievement of Global and Regional targets.
  • Interpret and analyse information for escalation of issues that can be improved on
  • In conjunction with the functional owners work to identify performance gaps and initiate appropriate improvement response to address the issues

Job Requirement

  • 2 years of relevant working experienced (preferably in the operations area)
  • Effective analytical problem solving skills & high-level reasoning
  • Well-developed planning and organisation skills
  • Effective communication skills in English
  • ‘Can do’ attitude with a well –balanced sense of perspective, sense of humour
  • Advanced Software Skills (excel, access)

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Service Quality Analyst

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