The **Service Quality Executive** is to ensure adherence to SOPs and maintain compliance levels to preserve overall service levels of service offerings. To leverage reports provided through system/dashboards to monitor the aforementioned areas. Providing overall process insight and feedback to further the company's capabilities and efficiency and maintaining relationships with Station & Agent Partners. Act as a trainer and reference point for Station & Agent Partners. Seek out pain points in our network and improve the Company's reach nationwide.**Responsibilities**:- Ensure closure of all consignments in system within delivery timeline as per customer agreements.- Assisting & Resolving all shipment errors that are outside of Customer Service's scope (Non-customer related troubles).- Responsible for assigned geographical region's Stations & Agent partners.- Advising Station and Agent partners on operational issues such as Routing, Goods Handling.- Liaise with Station and Agent partners to understand current processes and revise/provide feedback for optimal accuracy and efficiency.- Auditing and ensuring Compliance of all SOPs and KPIs- Analyse audit results to identify areas of non-compliances, gaps, trends, potential issues and weaknesses using accepted analytical techniques and tools.- In-depth analysis of Volumetric/Service/Geographic trends and reporting to key decision makers.- To find root cause of the issues and come up with SOP/Procedure (overall department)- Assisting with branch / station roll outs, training and follow-up post mortems.- To provide training for new outlet opening- Development and Overseeing of cross departmental special projects.- To ensure/training operation coordinate quality production for unloading, delivering, sorting, loading and receiving- Continuously find ways to streamline operations and communicate to Regional Manager to take corrective action- Support operation to make better plan during critical situation**Job Qualifications**:- At least 2 years of experience in customer service/support (front line/major accs. / tracer groups), preferably in the Logistics industry. Quality assurance / Compliance governance related background is a plus.- Diploma/Degree holder in Logistics/Supply Chain or any field.- Excel / MSAccess and basic Office Suite tools.- TMS (Transport Management Software) / BI tools experience is highly preferred (Oracle/SAP/Tableu).- Professional result driven attitude, Strong follow up and coordinating skills and Strong critical thinking and Analytic skills.**Job Types**: Full-time, Permanent**Salary**: RM2,000.00 - RM3,000.00 per month**Benefits**:- Opportunities for promotion- Professional developmentSchedule:- Monday to FridayCOVID-19 considerations:All customers are required to wear a mask.
