BPO Analyst & Quality Compliance Specialist

We are part of Deutsche Post DHL, the world's leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html.

What makes DHL great? Our people! We are committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment - to our business, to each other and to our communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

DHL Global Forwarding is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure the transport of all kinds of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. They also include special transport-related services.

DHL Same Day is an international expedited transportation company which is part of DHL Global Forwarding. With our flexibility of services meeting the emergency shipment needs of a wide range of industries, whether it's the extensive database of aircraft parts we maintain for our Aircraft On Ground clients, or expediting mission-critical parts globally for the US Department of Defense, or the ability to meet time-critical temperature-sensitive needs unique to Life Sciences and clinical trial logistics, DHL Same Day gets the shipment there, when it has to be, for any business or organization.

We have an immediate opportunity for an experienced, results-driven individual to join our BPO team! The BPO Analyst & Quality Compliance Specialist role encompasses a number of duties and responsibilities that help drive the strategic focus of enhancing the external customer experience and internal employee performance. This role will measure, gauge, and evaluate the activities of frontline operations team during their interactions with DHLSD customers. The evaluations completed by the BPO analyst will include not only observation and written feedback but will also include multitude of tasks aimed at providing operations leadership with appropriate tools to address and improve trends in performance, productivity and VOC stats while balancing costs and service expectations.

Responsibilities include:

* Actively and consistently support all efforts to simplify and enhance the customer experience.

* Resolve issues, reconcile data and use a structured approach to understand process improvement needs and to estimate potential benefits.

* Provide teams with ad-hoc reports on same day volumes and productivity as required by the business.

* Create and maintain multi-level Process Maps for DHLSD work streams.

* Adhere to project timelines, quality objectives and defined budgets.

* Support implementation and hand over of solutions to the business owners.

* Draft content and deliver training on business process improvement methodologies.

* Coach consistent and effective application of the process excellence methodologies and share knowledge.

* Conduct and manage reporting tools related to VOC surveys, and feedback.

* Perform other duties as assigned.

Qualifications include:

* Ability to analyze and interpret large data sets.

* Ability to communicate orally and in writing in a clear and straightforward manner.

* Ability to handle and prioritize multiple projects and tasks within deadlines.

* Ability to maintain confidentiality.

* Ability to use personal computer and software applications (e.g. word processing, spreadsheet, etc.)

* Ability to work with others to resolve problems, handle requests or situations.

* Ability to make decisions and solve problems while working under pressure.

* Superior organization skills and attention to detail.

* Ability to show judgment and initiative and to accomplish job duties.

* Ability to conduct meetings and presentations.

* Ability to work independently.

* Knowledge of DHL products and services.

* Transportation Industry experience.

* Experience with CargoWise1 Transportation Management Software.

* Strong MS Office background. Must be able to develop complex Excel spreadsheets to produce reporting tools.

* Prior experience documenting processes and procedures is preferred.

* Excellent interpersonal/team skills.

* Adaptable to communicate with all levels of an organization.

* Excellent presentation, oral and written comms. skills (English).

Come join the #1 Delivery and Logistics Company in the world and help us deliver on our purpose of Connecting People & Improving Lives!

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Work Authorization: DHL Same Day will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.