Service Quality Analyst - Jakarta



    Role Summary:

         Apply analytical expertise to ensure the real time response to potential service incidents and provide     reporting services for key operations performance indicators to identify opportunities to improve service quality and drive down costs

    Main Responsibilities:

    •Provide regular Operations Performance updates which identifies actions, changes and investment required to achieve our service and cost targets.
    •Provide regular performance updates which identifies action required to achieve service targets in the inter region Transit Time management
    •Develop, recommend and participate in the process of determining performance standards and targets for all the key indicators.
    •Provide support to ensure Country has a  direct point of contact for escalated issues
    •Prepare regular performance reports and analysis
    •Focal point for the tracking, analysis and reporting of Global & Regional Ops KPIs and in the identification of issues and opportunities
    •Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event DHL is unable to meet the service requirements
    •Work together to manage QSMS update system as required
    •Collaborate to respond to potential service incidents to activate contingency plans to meet the transit time promise of our customers if necessary
    • Provide visibility on Operations performance and advise management of status and progress with regards to the achievement of Global and Regional targets.
    •Interpret and analyse information for escalation of issues that can be improved on
    •In conjunction with the functional owners (e.g. Gateway, Service Centre etc) work to identify performance gaps and initiate appropriate improvement response to address the issues
    •Re-act to potential service incidents by responding to information supplied in the QSMS application
    •Complete the diagnostics of shipments flagged in QSMS to identify the potential incident or issue bucket
    •Push process failures to the facility accountable for identification of root cause and potential corrective action
    •Determine and ensure that facility activates the best business decisions to maintain our transit time promise
    •Update the network of major service incidents  when required
    •Ensure that adequate information is entered into QSMS to provide customer interface with the capability to pro-actively notify customers when we are not able to meet transit time promises
    •Interpret and analyse the measurement, monitoring and actions for performance and productivity improvement to ensure operational KPI’s are met
    •Use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities
    •Prepare detailed analytical reports on findings and list of possible corrective action
    •Keep track of actions that are taken to address identifies problem areas and monitor performance for improvements
    •Ensure performance reports are produced according to specifications and distributed according to the agreed timetable
    •Ensure that Gateway is activating best contingency for the business to maintain and reduce service impact.
    •Assist in the Co-ordination of country contingency plans
    •Ensure agreed checkpoints are generated within standard, escalate accordingly when not adhered to


    •Minimal Bachelor Degree with related experience.
    •2 years of relevant working experienced (preferably in the operations area)
    •Effective analytical problem solving skills & high-level reasoning
    •Well-developed planning and organisation skills
    •Effective communication skills in English
    •Can do’ attitude with a well –balanced sense of perspective, sense of humour
    •Advanced Software Skills (excel, access)
    Please Provide your Education Certificates, Trascript, and other certificates or document related to this position
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    Deskripsi Perusahaan

    DHL Express is a group of Deutsche Post DHL. Our head quarter is located in Germany.  We are present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 100,000 employees, we provide solutions for almost an infinite number of express courier needs.
    DHL Express has been operating in Indonesia since 1973. Beginning in 1982, DHL's operations in Indonesia have been carried out by PT. Birotika Semesta. Today, PT Birotika Semesta/DHL Express is the largest air express company in Indonesia, with 90 outlets, 740 employees and is supported by a fleet of 300 vans equipped with radio communications. DHL Express not only delivers documents, packages and freight, but also provides value-added services to its customers through a variety of logistic solutions.