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Service Quality Analyst
DHL IT Services
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role Purpose
Develop, maintain and ensure compliance with procedures and metrics that impact quality throughout the organization
Perform complex quality analyses and inspections, monitor the effectiveness of various processes through use of data and internal auditing programs Assist in quality-related activities that add value to the business, which include process and procedural development activities, continuous improvement actions and process mapping and streamlining Main Accountabilities
Supervise quality standards, ensure and execute compliance on every stage of the process
Seek out new ways to upgrade/ improve the working business model of the respective operations center and takes steps to implement these improvements, while maintaining the required operations turnaround time
Ensure policies and procedures comply with guidelines set forth by all applicable external regulations such as domestic, international, and applicable International Standardization for Organization (ISO) standards
Monitor shipment movements and maximizes space utilization
Ensure strict adherence to the internal Express Global SOP processes in all inbound and outbound shipments
Drive Ops CIS programs
Report on weaknesses, ineffective procedures, policy exceptions and discrepancies and recommend to the Head of Ops appropriate corrective actions
Convince others in the organization to accept operational solutions and changes where there may be little interest in cooperating and participating
Identify ad-hoc or systematic service or compliance under-performance
Determine the failure area and root causes for the under-performance, whether related to process compliance, gaps in processes / systems / procedures or external events
Drive timely and structured improvement actions by country / central functions / other regions to resolve the root causes of failure, ensuring wherever possible that improvements are permanent
Escalate areas where improvement is not possible without financial investment or significant changes in systems or process standards
Provide regular visibility on underperformance and improvement actions to all stakeholders
Proactive intervention to avoid/mitigate service or compliance failure wherever possible
Finance Projects
Support / drive / Initiate Service Quality related Ops Project Managers in the Country
People Management
Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness
Identify training needs and career development opportunities to drive a high performance team
Develop KPIs with team members and monitor individual performance
Functional Experience
Familiarity with DHL network; global Standard Operating Procedures; operations programs; LEAN, First Choice; NPA etc. preferred
Specific experience in a performance improvement and people development role would be advantageous
Proven experience with analytical ability, root cause analysis, continuous improvement, driving projects, change management are expected
Education / Qualification / Certification Requirements
Minimum graduate with technological knowledge for driving IT tools and programs
Manages and leads team through broad practical expertise and preeminent expertise in operations
8-10 years of experience
Manages and leads team through broad practical expertise and preeminent expertise in operations
Employment Type: Full Time, Permanent
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People are getting interviews at DHL IT Services through
People are getting interviews through
(based on 9 DHL IT Services interviews)
Referral
Campus Placement
22%
11%
67% candidates got the interview through other sources.
Moderate
Confidence
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Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at DHL IT Services are saying
What DHL IT Services employees are saying about work life
based on 112 employees
Flexible timing
Monday to Friday
No travel
Day Shift
DHL IT Services Benefits
Work From Home 
Soft Skill Training 
Cafeteria 
Team Outings 
Health Insurance 
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