Associate Service Quality - BPO

Role summary

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The Associate Service Quality - BPO role supports quality assurance for DHL’s business process outsourcing operations in Malaysia. Typical requirements include a diploma or degree, relevant experience in quality assurance, customer service, contact centres or BPO operations, strong English communication, attention to detail, and confidence using Microsoft Office and reporting systems. The candidate is expected to review interactions and processes, apply quality standards consistently, identify service gaps, prepare performance reports, provide constructive feedback, and support improvement initiatives. Reliability, analytical thinking, confidentiality, teamwork and the ability to work under performance targets are important. Experience with audit tools, coaching, root-cause analysis or logistics-related customer operations would be advantageous.

About the employer

DHL is a global logistics and supply chain company operating across more than 220 countries and territories. It provides international express delivery, freight transportation, warehousing, e-commerce fulfilment, supply chain management and business process services. DHL is part of DHL Group and is widely recognized for its international delivery network, technology investment and focus on service reliability. In Malaysia, the company supports customers through express, freight, contract logistics and shared-service or BPO operations. Employees commonly work in multicultural teams and may support regional or global customers. The organization places emphasis on customer experience, operational excellence, compliance, safety and continuous improvement. Depending on the business unit, roles may offer structured training, performance-based development, employee benefits and opportunities to move into quality, operations, customer experience or process-improvement positions.