Quality Analyst

Puchong New Village, , Malaysia DHL eCommerce Solutions req83318 05/09/2019
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We are currently seeking a Quality Analyst to join DHL eCommerce Solutions Malaysia!

The Quality Analyst will be responsible in applying analytical expertise and reporting services to key operations performance indicators in order to identify opportunities to improve service quality and drive down costs.

Essential Duties and Responsibilities

Customer Service Management

  • Provide support in the development and implementation of initiatives that will ensure DHL provides market-leading transit time

  • Interpret and transform the data into meaningful information that can be acted upon

  • Participate in relevant meetings to provide inputs and work with regional operations team to enhance service quality

  • Pro-actively engage in issues that will impact Service Quality indicators (Lane Reports, Exceptional Events, and Network etc.)

  • Interpret and transform the data into meaningful information that can be acted upon

  • Maintain cooperative relationships and good communications between all departments

    Stakeholder Management

  • Highlight any performance deviations to the Operations Performance Manager for action

  • Work with the functional owners work to identify performance gaps and initiate appropriate improvement response to address the issues

  • Interface with the QMs in all countries on status, service problems and agreed activities

  • Liaise with external vendors on our reporting suite for further improvements

    Process Management

  • Develop/Improve level of transparency of quality related information (e.g. by setting up additional measurements or by tapping into existing information/tools)

  • Actively administer all surveys that are conducted by DHL eCommerce, i.e. provide information upon request, follow-up on results and initiate actions where necessary

  • Use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities

  • Develop or enhance tools and methodology to improve analytical and diagnostic effectiveness

  • Conduct on-site observations and root cause analysis with business entities to accurately identify service gaps

  • Prepare detailed analytical reports on these findings and list of possible remedies

  • Keep track of actions that are taken to address identified problem areas and monitor performance for improvements

  • Conduct on-site audit checks on ground ops process to ensure compliance to standards

  • Coordinate with relevant parties in the event of incident, ensure implementation of recovery and contingency plan – Initiates & highlight to higher level management any dramatic and destructive events that seriously impact the network for further actions .

  • Monitor the operations cost performance (Linehaul Cost, Trucking Service, 3PL Services, Operations Cost Per Move, Operations Cost Per Kilogram etc) and provide detail report in term of cost and profit analysis, cost management method.

  • Keep track of actions for cost saving initiatives.

  • Analyse the Annual target setting and KPI management for the operations team.

  • Ensure performance reports are produced according to specifications and distributed according to the agreed timetable

    Desired Skills / Qualifications

  • Software skills (Excel, Access)

  • 2 years of relevant working experience (preferable)

  • Experience in cost control / cost monitoring

    Minimum Educational Qualification

  • Degree in Business/Transportation/Statistics/Accounting

Zahlen und Fakten

  • Geschäftsbereich

    DHL eCommerce Solutions Singapore

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Arbeitserlaubnis erforderlich


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