Service Quality Analyst

Hong Kong SAR DHL Express req76549 15/04/2019
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Working Location : Tsing Yi

You will be responsible for:

  • Monitoring key operational performance indicators in order to meet the Company’s service quality standards

  • Closely communicating with different operations parties and proactively notifying key customers to timely follow on service discrepancy

  • Escalating issues or crisis situation to related teams so as to remedy performance gaps and take immediate appropriate or contingency actions for service recovery

  • Analyzing root causes impacting Country operational KPI and identifying opportunities for continuous service quality improvement

  • Preparing reports as requested for internal teams such as Commercial, Finance, Customers Operations Group, as well as for key customers

    Requirements:

  • Degree in Business, Transportation, Statistics, Computer Science or other related studies

  • Minimum 3 years relevant working experience (preferably in operations area) and experience in monitoring control centre or call centre will be an advantage

  • Strong analytical and problem solving skills

  • Good command of both spoken and written English & Chinese

  • Proficiency in MS Excel, MS Access and MS PowerPoint

  • Knowledge or experience in using database application for data analysis, e.g. SQL server is highly preferred

  • Shift duty is required

Facts and Figures

  • Working Hours

    40

  • Business Unit

    DHL Express Hong Kong

  • Travel Required

    No Business Travel

  • Employment Type

    Permanent Full-Time

  • Work Permit Required

    Yes

  • Shift Requirement

    Rotational

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