Service Quality Analyst

Join the World's Most International Company!

Are you ready to embark on an exciting journey with a company that has been at the forefront of cross-border express delivery since 1969? At DHL Express, we operate in over 220 countries and territories, making us the most international company in the world. Our mission is to connect people and improve lives across the globe, and we believe that the more people we connect, the better our planet becomes.

Join the DHL Express Family: Where Diversity Thrives!

At DHL Express, we don’t just talk the talk—we walk the walk! As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary.

No Labels, Just Talent! We celebrate differences, whether it’s race, color, gender, sexual orientation, age, ability, marital status, family responsibilities, religion, political beliefs, or national origin. We’re all about breaking down barriers and building bridges—because diversity fuels innovation and drives success!

Your Task:

• Analyze operational performance data and key performance indicators (KPIs) to identify service improvement opportunities and cost-saving initiatives.
• Interpret and transform complex data into actionable insights and recommendations for management and operational teams.
• Monitor and report on transit time performance, service quality, delivery exceptions, and other operational metrics.
• Conduct root cause analysis and performance investigations to identify operational gaps and recommend corrective actions.
• Develop, maintain, and enhance performance reports, dashboards, and analytical tools to support business decision-making.
• Collaborate with Country Operations, Service Quality, Gateway, Sales, Customer Service, IT, and Regional teams to drive continuous improvement initiatives.
• Monitor and evaluate Third-Party Agent performance, including transit time, delivery quality, and compliance with operational standards.
• Support the establishment of performance targets, incentive calculations, and operational productivity measurements.
• Participate in User Acceptance Testing (UAT) and provide business requirements for performance management tools and system enhancements.
• Conduct operational audits (GEMBA) and compliance checks to ensure adherence to DHL operational standards and procedures.
• Present performance findings, highlight deviations, and recommend improvement actions to management and key stakeholders.
• Track corrective action plans and measure the effectiveness of implemented improvements.
  
  
  

• Bachelor's Degree in Business Administration, Transportation, Statistics, or a related field.
• Minimum 2 years of relevant work experience preferred.
• Experience in Service Quality, Operations Performance Analysis, Logistics, or Supply Chain Operations is an advantage.
• Proficient in Microsoft Excel (advanced functions, data analysis, reporting, and dashboard creation).
• Proficient in Microsoft PowerPoint for presentation and reporting purposes.
• Strong analytical and quantitative skills.
• Ability to interpret, analyze, and present complex data in a meaningful manner.
• Strong ability to influence stakeholders through data-driven recommendations.
• Ability to work independently and manage multiple priorities under tight deadlines.
• Experience in root cause analysis, performance reporting, and continuous improvement initiatives is preferred.