Specialist Service Quality

About the role

The Operations Department of DHL Express Guatemala and Belize is looking for a Senior Operations Quality Supervisor based in Guatemala City. The role will lead the quality system for both countries, ensuring compliance with operational procedures, corporate standards, safety and quality certifications, and key performance indicators.

Key responsibilities

• Administer and monitor the Operations Scorecard and main performance indicators.
• Analyze operational trends, identify deviations and coordinate corrective actions with relevant areas.
• Track Network Completion and Service Completion metrics for Guatemala and Belize.
• Coordinate internal audits, self‑audits and action plans linked to Global SOPs.
• Maintain OEA, BASC and CRISP programs, ensuring all requirements are met.
• Manage documentation, evidence and controls for corporate certifications and audits.
• Lead continuous‑improvement initiatives using First Choice methodology and data analysis.
• Facilitate follow‑up meetings and present executive results to various organizational levels.

Required profile

• Bachelor’s degree in Industrial Engineering, Business Administration, Logistics, International Trade or a related field.
• Extensive experience in logistics, transportation, supply‑chain or courier services.
• Strong background in indicator analysis, scorecard management and operational performance.
• Knowledge of internal audits, document control and procedure management.
• Intermediate to advanced English proficiency (mandatory).
• Analytical mindset, results orientation and attention to detail.

Required skills

• Advanced Excel
• Power BI (desirable)