Service Quality Analyst

**Role Summary**

Interpret and analyze the measurement, monitoring and action of performance and productivity measures to ensure network operations KPI's are met

**Main Responsibilities**
- Keep track of actions that are taken to address and identify problem areas and monitor performance for improvement
- Contribute and participate in field review projects / programs as requested or required
- Create of user documentation for performance reporting and communication to user community
- Conduct user acceptance testing and implementation support of changes to the reporting systems to ensure quality of the measurement and reporting is maintained
- Investigate into accuracy of performance measurement or reporting, keeping stakeholders appraised of status and raising notifications where necessary
- Use existing tools and methodology to conduct in-depth analysis to identify issues, problem and opportunities
- Prepare regular performance reporting (specific or regular) in line with the daily/weekly/monthly reporting schedule

**Requirement**
- 3 years distribution / transportation experience preferably in an Operations domain
- Familiarity with Express industry, KPIs specific to Operations, standard operating procedures and IT /Reporting systems
- Bachelor Degree holder