Global Service Quality Analyst - Data-Driven Insights

DHL Express

Metro Manila

On-site

PHP 480,000 - 720,000

Full time

14 days+

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Job summary

DHL Express in Metro Manila is seeking an experienced Data Analyst to analyze operational performance data and KPIs, delivering insights to drive service improvements and cost savings. You will transform complex data into actionable recommendations, monitor transit times and quality, and support cross-functional teams in continuous improvement initiatives.

The ideal candidate has a relevant degree and 2+ years of experience in service quality, logistics, or operations analytics, with strong

Qualifications

Bachelor's Degree in Business Administration, Transportation, Statistics, or a related field.
Minimum 2 years of relevant work experience preferred.
Experience in Service Quality, Operations Performance Analysis, Logistics, or Supply Chain Operations is an advantage.
Proficient in Microsoft Excel (advanced functions, data analysis, reporting, and dashboard creation).
Proficient in Microsoft PowerPoint for presentation and reporting purposes.
Strong analytical and quantitative skills.
Ability to interpret, analyze, and present complex data in a meaningful manner.
Strong ability to influence stakeholders through data-driven recommendations.
Ability to work independently and manage multiple priorities under tight deadlines.
Experience in root cause analysis, performance reporting, and continuous improvement initiatives is preferred.

Responsibilities

Analyze operational performance data and KPIs to identify service improvements and cost-saving opportunities.
Interpret and transform complex data into actionable insights and recommendations for management and operations.
Monitor and report on transit time performance, service quality, delivery exceptions, and other metrics.
Conduct root cause analysis and performance investigations to identify gaps and corrective actions.
Develop, maintain, and enhance performance reports, dashboards, and analytical tools to support decision-making.
Collaborate with Country Operations, Service Quality, Gateway, Sales, Customer Service, IT, and Regional teams on improvement initiatives.
Monitor and evaluate Third-Party Agent performance against standards and targets.
Support the establishment of performance targets, incentive calculations, and productivity measures.
Participate in User Acceptance Testing (UAT) and provide business requirements for tools and enhancements.
Conduct operational audits (GEMBA) and compliance checks to ensure adherence to standards.
Present performance findings, note deviations, and propose actions to management and stakeholders.
Track corrective action plans and measure effectiveness of improvements.