BPO Performance Specialist

foodpanda • Kuala Lumpur, Federal Territory of Kuala Lumpur • Posted June 15, 2026

About the Role

Job Description

• Monitor BPO performance against agreed SLAs and KPIs, analyzing trends and providing actionable insights.


• Identify performance gaps and collaborate with vendors and internal stakeholders on corrective and preventive actions.



• Partner with BPO teams to ensure consistent service quality and operational efficiency.



• Provide transparent, data-driven reporting to internal stakeholders on vendor performance.



• Build and maintain strong working relationships with BPO partners to ensure accountability and effective communication.

Qualifications

  • 1–2 years of experience in BPO operations, telesales support, merchant management, or a related commercial function.

  • Basic understanding of BPO performance management concepts (SLAs, KPIs, action plans).

  • Experience in or exposure to telesales or merchant acquisition workflows is an advan...