1 месяц назад
BPO Performance Specialist
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
BPO Performance Specialist (BPO Operations and Performance Analytics): Monitoring vendor performance against SLAs and KPIs, identifying gaps, and providing data-driven reporting with an accent on service quality, operational efficiency, and stakeholder coordination. Focus on analyzing performance trends, developing corrective and preventive actions, and maintaining accountability across BPO partnerships.
Location: Kuala Lumpur, Malaysia
Company
is a local delivery platform operating as part of the Delivery Hero Group across around 65 countries.
What you will do
- Monitor BPO performance against agreed SLAs and KPIs, analyze trends, and provide actionable insights.
- Identify performance gaps and coordinate corrective and preventive actions with vendors and internal stakeholders.
- Partner with BPO teams to maintain consistent service quality and operational efficiency.
- Prepare transparent, data-driven reports on vendor performance.
- Build strong working relationships with BPO partners and support accountability and effective communication.
Requirements
- 1–2 years of experience in BPO operations, telesales support, merchant management, or a related commercial function.
- Basic understanding of BPO performance management, including SLAs, KPIs, and action plans.
- Ability to compile reports, identify basic trends, and flag anomalies in data.
- Clear, structured communication skills for coordinating with vendors and internal stakeholders.
- Fluency in English is required.
- Proficiency in Google Workspace; CRM or QA tools experience is a bonus.
Nice to have
- Experience with or exposure to telesales or merchant acquisition workflows.
- Familiarity with CRM or QA tools.
- Additional regional language.
Culture & Benefits
- Work with BPO partners and internal stakeholders in a fast-moving operational environment.
- Support a data-driven approach to vendor accountability and service quality.
- Join an international delivery platform operating across around 65 countries.
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