Service Quality Analyst

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

YOUR RESPONSIBILITIES

Quality Monitoring and Analysis:

• Develop and implement quality improvement initiatives to enhance operational efficiency.
• Monitor service quality metrics and performance indicators
• Analyze data to identify trends, patterns, and areas for improvement.
• Collaborate with operations, customer service, and commercial teams to resolve quality issues.
• Ensure adherence to Standard Operating Procedures (SOPs) and quality benchmarks.
• Conduct regular audits and assessments of service processes.

Process Improvement:

• Develop and implement strategies to enhance service quality.
• Collaborate with various departments to streamline processes and eliminate inefficiencies.
• Recommend and oversee the implementation of corrective actions.

Reporting and Documentation:

• Prepare detailed reports on service quality performance.
• Document quality control activities and maintain records of findings and corrective actions.
• Present findings and recommendations to management.

Key Skills & Competencies:

• Strong understanding of logistics and supply chain processes.
• Analytical thinking and problem-solving.
• Strong organizational and project management skills.
• Excellent communication and teamwork skills.
• Ability to handle multiple tasks and prioritize effectively.
• Attention to detail and ability to identify service gaps.
• Proficiency in quality monitoring tools, ERP systems, or logistics software.

YOUR PROFILE

• Bachelor’s degree in logistics, supply chain management, or a related field.
• 3-5 years of experience in logistics operations or quality assurance.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). (SQL), Critical thinking, R or Python statistical programming, Data visualization, and Presentation skills
• Familiarity with Lean, Six Sigma, or similar process improvement methodologies (preferred).