Customer Experience BPO Operation QA Specialist (USDS)

Location: San Jose, United States; fully in-person schedule up to 5 days per week

Salary: $73,467–$168,889 annually, plus potential discretionary bonuses, incentives, and restricted stock units.

Company

A U.S. data privacy and cybersecurity joint venture operating a content and local services ecosystem that connects users, merchants, service providers, and creators.

What you will do

• Ensure BPO vendors can onboard effectively and deliver against project requirements.
• Conduct quality checks of BPO agents’ performance and provide training or resolve operational issues.
• Track, analyze, and assess BPO performance against SLAs and project requirements.
• Develop and implement vendor improvement plans covering human-error correction, process optimization, tooling upgrades, and policy optimization.
• Manage relationships with BPO vendors and oversee daily operations, staffing, productivity, and cost-effectiveness.

Requirements

• Bachelor’s degree or higher.
• At least 1 year of experience in BPO operations or QA, including enforcement, labeling, moderation, or service functions.
• In-depth understanding of BPO management, requirements management, SOP and SLA development, productivity standards, quality metrics, and workforce planning.
• Familiarity with BPO processes, market trends, and best practices.
• Excellent report-writing and presentation skills.

Nice to have

• Experience working with global cross-functional teams.
• Business acumen and the ability to lead SLA improvement and vendor management.
• Experience in Internet, e-commerce, or O2O industries.

Culture & Benefits

• Fully in-person work supporting speed, alignment, and integrated execution.
• Medical, dental, and vision insurance from day one.
• 401(k) savings plan with company match, life insurance, disability coverage, and wellbeing benefits.
• Paid parental leave, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time.
• Inclusive workplace focused on creativity, curiosity, continuous learning, and meaningful impact.