Senior Quality & BI Specialist

Main Duties:

This role combines data architecture, visualization, and quality governance, enabling data-driven decisions at every level — from city operations to executive reviews. The ideal candidate has a hands-on builder mindset, capable of designing the infrastructure, defining the KPIs, and transforming raw data into actionable insights.

Responsibilities:

A. Data Infrastructure & Dashboard Development (Build from Zero)

• Architect and develop the Operations Control Tower — the single source of truth for reliability, quality, and performance metrics.

• Partner with Data Engineering, Product, and BI teams to establish data pipelines and data models for all Operations verticals.

• Build automated, scalable dashboards (Power BI / Looker / Data Studio) that integrate data from multiple sources (supply, CS, Product tools, CRM, etc.).

• Define and implement data governance standards — naming conventions, KPI definitions, version control, and access management.

• Ensure dashboards are user-centric, real-time, and decision-oriented, supporting both daily operational monitoring and executive reporting.

• Design the dashboard roadmap from MVP (basic performance view) to advanced analytics layer (forecasting, anomaly detection, ROI tracking).

B. Quality Performance Framework

• Design and maintain the Operations Quality Framework, defining key reliability, SLA, and quality metrics (OTR, cancel rate, rework rate, etc.).

• Develop automated quality-tracking dashboards and alert systems that surface anomalies or SLA deviations in real time.

• Coordinate with Ops and CS teams to identify root causes of quality gaps and monitor CAPA (Corrective and Preventive Actions) implementation.

• Integrate QA/LPA results and CS feedback into the dashboard ecosystem for end-to-end visibility of operational health.

C. Insight Generation & Continuous Optimization

• Analyze trends, deviations, and emerging issues across verticals; deliver data-driven insights that guide improvement priorities.

• Collaborate with the Process Improvement Lead to quantify project impact (e.g., time savings, SLA uplift, cost reduction).

• Develop and publish weekly/monthly performance reports summarizing progress, risks, and opportunities for leadership.

• Build predictive or diagnostic dashboards to anticipate risks and proactively suggest corrective measures.

D. Cross-functional Collaboration & Capability Building

• Work closely with Product, Data, and Finance teams to align business logic and data flow from source systems.

• Partner with Ops Excellence Manager to design and institutionalize the KPI hierarchy (company → vertical → team → city).

• Coach and upskill operational teams in data literacy, dashboard usage, and KPI interpretation.

• Serve as a subject matter expert on data visualization, BI tools, and quality performance measurement across Operations.

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, Data Science or related fields.
• Minimum 5 years of experience in Business Intelligence, Data Analytics, or Operations Performance roles.
• Proven track record of building dashboards or data systems from scratch — from scoping requirements to implementation and scaling.
• Expert in data visualization tools (Power BI, Looker, Data Studio) and SQL for data extraction/manipulation.
• Strong understanding of data architecture, ETL pipelines, and data governance.
• Familiar with operational metrics (SLA, OTR, ETA, CPA, efficiency, CSAT) and quality frameworks.
• Proficiency in Excel/Google Sheets, strong analytical and problem-solving skills.

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