Quality Analyst (Quality Analyst)

Description

Job Summary: The Quality Analyst monitors customer service quality, optimizes receiving, sorting, and delivery processes, and ensures SLA compliance and end-customer satisfaction. Key Highlights: 1. Service quality monitoring and customer satisfaction 2. Process analysis, auditing, and optimization for receiving and delivery 3. KPI management, network audits, and regulatory compliance Brief Description: The Quality Analyst will be responsible for monitoring the quality of customer service, acting as an interface between different organizational departments. The main focus will be on analyzing, auditing, and optimizing receiving, sorting, and delivery processes, ensuring SLA compliance and end-customer satisfaction. Responsibilities Operational KPI Management: Monitoring and analysis of network performance indicators. Network Audits: Conducting regular audits to ensure process compliance. Non-Conformance Management: Identifying last-mile bottlenecks, root cause analysis, and implementation of corrective action plans. Regulatory Compliance: Ensuring cargo handling complies with safety, transportation, and data protection regulations (GDPR). Document Management (InfoDesk): Responsible for creating and updating operational procedures on the InfoDesk platform. SPQ Control: Full responsibility for managing and controlling the Quality Standards System (SPQ). NPS Process Management: Coordinating and analyzing customer satisfaction metrics (Net Promoter Score). Monthly Reporting: Tracking and reporting the organization’s monthly operational metrics. Agency Support: Daily monitoring and resolution of queries, issues, or systemic errors reported by the agency network. Act as backup support for core activities of the Quality team. Support in managing and responding to emails from the Quality department. Requirements Experience not mandatory Up to 1 year of experience in logistics, express transportation, or e-commerce is valued Proactive, autonomous profile with strong learning ability Technical Skills Excel: Proficiency in pivot tables and formulas