Service Quality Analyst - Process Improvement & Analytics

DHL Asia Pacific Shared Services Sdn Bhd; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

DHL Asia Pacific Shared Services Sdn Bhd is seeking a Process Improvement Analyst to support Finance and HR operations across Asia Pacific. You will perform analytics, manage quality tools, and implement improvement initiatives with business partners.

The role requires a university degree and strong skills in root cause analysis, communication, and MS Office. Experience in shared services is preferred, with the ability to thrive under pressure.

Qualifications

• University degree in a relevant field.
• Strong analytical and problem-solving abilities.
• Experience in process improvement or BPO environments preferred.

Responsibilities

• Perform standard analytics and manage quality tools in the center daily.
• Support BPO initiatives that add value to the service line.
• Understand processes across Finance and HR operations in Asia Pacific.
• Identify best practices in the finance operations community.
• Design practical solutions addressing improvement opportunities in cost and performance.
• Lead and implement improvement initiatives with Finance and HR partners.
• Act as SME for process improvement and standardization.
• Provide consultative services to internal and external partners.
• Adapt to cross-cultural processes and country sensitivities.
• Create and maintain process documentation and maps.

Skills

Root cause analysis

Communication

Problem solving

MS Office

Cross-cultural

Shared services

Work under pressure

Process mapping

IT knowledge

Education

University degree

Tools

MS Office

Job description

DHL Asia Pacific Shared Services Sdn Bhd is seeking a Process Improvement Analyst to support Finance and HR operations across Asia Pacific. You will perform analytics, manage quality tools, and implement improvement initiatives with business partners.

The role requires a university degree and strong skills in root cause analysis, communication, and MS Office. Experience in shared services is preferred, with the ability to thrive under pressure.