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DHL Express, Inc. Service Quality Analyst (P2) in Erlanger, Kentucky


We currently have an opportunity available for a Service Quality Analyst, at our Erlanger KY CVG DHL HUB.

Basic Job Description

· Collects, organizes, monitors, and evaluates operational, service, and performance data through

automated reporting and regular communication to management and business units,

identifying trends and areas for improvement.

· Performs data analysis to determine current performance and forecast and trend future performance to

recommend improvements and/or corrective actions.

· Develops reports to detail the approval, implementation, and maintenance of all process improvement

project plans. Builds and maintains databases and works with Information

Systems to ensure system stability.

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

  • Closely communicating with different operations parties to timely follow on service discrepancy

  • Escalating issues or crisis situation to related teams so as to remedy performance gaps and take immediate

appropriate actions for service recovery

  • Analyzing root causes impacting Country KPI and Identifying opportunities for continuous service

quality improvement

  • Preparing reports as request from related teams such as Operations, COG & Service Quality and provide

sufficient information to key customers


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

  • Minimum three years relevant working experience (preferably in operations area) and experience in monitoring

control center or call center will be an advantage

  • Strong analytical and problem solving skills - focus on reporting

  • Excellent Communication Skills - written and verbal

  • Follow-up and Monitoring - focus on progress and recommendations for further actions

  • Continuous Improvement - driven by customer / business requirements for quality

  • Proficiency in MS Excel, MS Access and MS PowerPoint

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


is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender

identity, national origin, disability, veteran status, or any other protected


The EEO is the Law poster is available here: