BPO Performance Specialist
Core
Monitor BPO performance against SLAs and KPIs, analyze trends, and drive corrective actions to ensure service quality and operational efficiency.
Role type
BPO Performance Specialist
Builds
Data-driven performance reports and corrective action plans for BPO vendors
Domain
Business Process Outsourcing (BPO) / Telesales / Merchant Management
Deliverable
dashboards & analysis
Required skills
SLA/KPI monitoring, trend analysis, vendor management, data reporting, stakeholder coordination, Google Workspace proficiency
Preferred skills
Telesales or merchant acquisition workflow experience, CRM or QA tool familiarity, regional language fluency
Responsibilities
Monitor BPO performance against agreed SLAs and KPIs, Identify performance gaps and collaborate on corrective actions, Provide transparent reporting on vendor performance, Build and maintain relationships with BPO partners
Seniority
Junior to Mid-level (1–2 years experience)