• Quality Optimization Analyst Jobs in Malaysia - 1003146

    DHL eCommerce (Malaysia) Sdn Bhd
  • 2 - 4 Years
  • Malaysia - Selangor - Puchong
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  • Posted above 1 month
  • Job Views: 15
  • Job Applicants: Less than 10

Job Description

We are currently seeking a Quality OptimizationAnalyst to join DHL eCommerce Solutions, Malaysia!

The Quality Optimization 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 timeInterpret and transform the data into meaningful information that can be acted uponParticipate in relevant meetings to provide inputs and work with regional operations team to enhance service qualityPro-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 uponMaintain cooperative relationships and good communications between all departments

Stakeholder ManagementHighlight any performance deviations to the Operations Performance Manager for actionWork with the functional owners work to identify performance gaps and initiate appropriate improvement response to address the issuesInterface with the QMs in all countries on status, service problems and agreed activitiesLiaise with external vendors on our reporting suite for further improvements

Process Management
Develop/Improve level of transparency of quality related information (eg by setting up additional measurements or by tapping into existing information/tools)Actively administer all surveys that are conducted by DHL eCommerce, ie provide information upon request, follow-up on results and initiate actions where necessaryUse existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunitiesDevelop or enhance tools and methodology to improve analytical and diagnostic effectivenessConduct on-site observations and root cause analysis with business entities to accurately identify service gapsPrepare detailed analytical reports on these findings and list of possible remediesKeep track of actions that are taken to address identified problem areas and monitor performance for improvementsConduct on-site audit checks on ground ops process to ensure compliance to standardsCoordinate 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 methodKeep track of actions for cost saving initiativesAnalyse the Annual target setting and KPI management for the operations teamEnsure 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 QualificationDegree in Business/Transportation/Statistics/Accounting

Profile Summary

Type:Company Job

Role:Senior Executive


Salary:Not Disclosed

Deadline:18th Feb 2020

Company Profile

DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs.
DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL eCommerce Solutions, DHL Global Forwarding, DHL Freight and DHL Supply Chain.

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