Data Analyst Executive (Service Performance)

FMX (M) Sdn Bhd; Shah Alam; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Clinic claim

Health insurance

Leave 14 days

Training

Job summary

FMX (M) Sdn Bhd is seeking a Data Analyst Executive (Service Performance) to monitor and analyze service performance across branches and operations in Malaysia. The role delivers data-driven insights, performance reporting, audits, and continuous improvement recommendations to support service excellence and compliance.

The successful candidate will work with Operations, Customer Service, Sales, and branches to identify gaps, investigate root causes, and drive timely corrective actions while

Qualifications

• Bachelor's degree in data analytics, business, operations management, accounting, audit, or a related field.
• 2–4 years of relevant experience in data analysis, operations/service performance, or audits.
• Strong proficiency in Microsoft Excel with advanced data analysis functions.
• Working knowledge of SQL and Power BI.
• Strong report-writing skills for audit, management reports, SOPs, and documentation.
• Ability to interpret data and translate findings into actionable recommendations.
• Willing to travel regularly to operational locations across Malaysia.
• Proficient in English and Bahasa Malaysia, written and spoken.

Responsibilities

• Monitor, consolidate, and analyze service performance indicators including SLA compliance and turnaround time.
• Develop dashboards and reports for management and operations teams.
• Plan and conduct periodic operational audits at branches across Malaysia.
• Prepare audit reports highlighting findings, gaps, risks, and non-compliance.
• Collaborate with PICs to develop and follow up on corrective actions.
• Monitor corrective action plans and ensure issues are closed timely.
• Present audit findings and recommendations to management.

Education

Bachelor's Degree in Data Analytics, Business, Operations Management, Accounting, Audit, or related field

Tools

SQL

Power BI

Microsoft Excel

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Data Analyst Executive (Service Performance)

We are seeking a Data Analyst (Service Performance) to monitor and analyze service performance across our branches and operations. This role will be responsible for providing data-driven insights, performance reporting, operational audits, and continuous improvement recommendations to support service excellence and operational compliance.

The successful candidate will work closely with Operations, Customer Service, Sales, branches and other stakeholders to identify performance gaps, investigate root causes, and drive timely corrective actions.

Key Responsibilities

• Monitor, consolidate, and analyze key service performance indicators, including SLA compliance, turnaround time, on-time delivery, and service failure rates.
• Develop and maintain regular service performance dashboards and reports for management and operations teams.
• Plan and conduct periodic operational audits at branches and operation locations across Malaysia.
• Assess service performance, operational processes, and compliance during site audits.
• Prepare clear and comprehensive audit reports, highlighting findings, gaps, risks, and areas of non-compliance.
• Work closely with the respective Person-in-Charge (PIC) to develop and follow up on corrective actions.
• Monitor corrective action plans and ensure identified issues are followed through to timely closure.
• Analyze performance data and audit findings to identify trends, bottlenecks, recurring issues, and root causes.
• Liaise with branches, agents, and operations teams to validate data and follow up on service performance issues.
• Act as the department's data provider, extracting, consolidating, and preparing data from relevant systems based on stakeholder requirements.
• Develop and maintain performance tracking tools, dashboards, and analytical reports using Microsoft Excel, Power BI, or similar platforms.
• Provide data-driven insights and recommendations to support service quality, operational efficiency, and process improvement initiatives.
• Ensure the accuracy, consistency, integrity, and timeliness of service performance data and reporting.
• Collaborate with Operations, Customer Service, Sales, and other departments to gather, validate, and interpret relevant data.
• Support the preparation and documentation of company policies, processes, and SOPs where required.
• Present audit findings, performance insights, and recommendations to management in a clear and actionable manner.
• Perform other ad-hoc analysis, audits, reporting, and improvement projects as assigned.

Requirements

• Bachelor's Degree in Data Analytics, Business, Operations Management, Accounting, Audit, or a related field.
• 2–4 years of relevant experience in data analysis, operations/service performance, operational audit, or a related field.
• Strong proficiency in Microsoft Excel, including advanced data analysis functions.
• Working knowledge of SQL and Business Intelligence tools such as Power BI.
• Strong report-writing skills, with the ability to prepare audit reports, management reports, SOPs, and process documentation.
• Able to interpret data and translate findings into practical and actionable recommendations.
• Self-motivated, proactive, and able to work independently with minimal supervision.
• Willing and able to travel regularly to operational locations throughout Malaysia for audits and business projects.
• Proficient in English and Bahasa Malaysia, both written and spoken.

Working hour:
Monday to Friday (8:30 am - 6:00 pm)

Other Benefits:

• Unlimited appointed clinic claim
• Medical health insurance
• 14 days annual leave
• On job training and external training provided