Vendor Management Analyst (Fintech Industry - BPO Operations)

TEKsystems; Remote; CAD 80,000 - 100,000; Full time

Job summary

A prominent technology services company is seeking a Vendor Management Analyst to optimize vendor performance and manage strategic partnerships. This fully remote, contract-to-hire position requires a minimum of 2 years of experience with contact center BPO vendors and a proven ability to drive performance improvements. Responsibilities include performance monitoring, data analysis, quality assurance participation, and incident leadership. Strong analytical and communication skills are essential to succeed in this impactful role.

Qualifications

• Minimum 2 years of experience working with contact center BPO vendors and operations.
• Proven track record of driving performance improvements in a service delivery environment.
• Strong analytical skills with experience interpreting performance metrics.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor daily BPO performance and implement corrective actions.
• Analyze operational data for insights and recommendations.
• Participate in calibration reviews and CSAT analysis.
• Build and maintain relationships with vendor contacts.
• Track corrective actions to ensure adherence to best practices.
• Prepare vendor teams for operational changes.

Skills

Experience with contact center BPO vendors

Performance improvement

Quality assurance knowledge

Analytical skills

Excellent communication skills

Incident response leadership

Job description

We are seeking a Vendor Management Analyst to serve as a key link between our organization and external vendor partners. In this role, you will drive operational excellence by optimizing performance, solving complex challenges, and managing strategic partnerships. Your work will directly influence thousands of customer interactions, ensuring fast, frictionless, and trustworthy experiences. This is an opportunity to make a significant impact within a dynamic, client‑focused team.

Job duties include, but are not limited to the following:

• Performance Optimization: Monitor daily BPO performance across multiple lines of business, identify trends, and collaborate with vendors to implement corrective actions.

• Operational Intelligence: Analyze operational data and provide actionable insights and recommendations to executive leadership.

• Quality Assurance: Participate in calibration reviews and CSAT analysis to assess agent proficiency, identify service gaps, and drive continuous improvement.

• Strategic Partnership Management: Build and maintain strong relationships with vendor contacts, ensuring alignment on performance expectations and collaborative problem‑solving.

• Feedback Facilitation: Track and flag corrective actions between internal and vendor teams to ensure adherence to best practices.

• Change Management: Prepare vendor teams for operational changes by providing enablement resources and clear communication.

• Incident Leadership: Lead rapid response efforts during operational disruptions, coordinating with vendors and internal stakeholders to minimize impact and ensure swift resolution.

Must Have Skills/Experience:

• Minimum 2 years of experience working with contact center BPO vendors and operations.

• Proven track record of driving performance improvements in a service delivery environment.

• Knowledge of quality assurance processes and agent performance management.

• Strong analytical skills with experience interpreting performance metrics and operational data.

• Excellent written and verbal communication skills, including experience presenting to exec level stakeholders.

• Ability to lead incident response and change management initiatives.

• Bonus: Experience in financial services or regulated industries.

Disclaimer

The Company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 844 895-8598 or email However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting.

Job Type & Location

This is a Contract to Hire position based out of Toronto, ON.

Pay and Benefits

The pay range for this position is $30.00 - $30.00/hr.

Workplace Type

This is a fully remote position.