BPO & Quality Ops Lead — Outsourced Care Excellence

Evaneos; Paris; Hybride; EUR 53 000 - 62 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Travel opportunities

Well-being initiatives (Gymlib)

Professional development

Résumé du poste

Evaneos is seeking a Business Partner Outsourced & Quality Ops Lead to ensure every customer interaction meets quality standards, whether by our BPO team in Madagascar or internal specialists. You own outsourced care performance, budget forecasting, and the QA design across L1-L3, driving cost-efficient scale without sacrificing service excellence.

Reporting to the Head of Customer Satisfaction & Operations, you will guide training, calibration, and cross-functional collaboration, building

Qualifications

• Experience leading outsourced teams.
• Strong knowledge of QA design and calibration.
• Ability to translate product/process updates into training content.
• Forecasting volumes and capacity to meet seasonality.

Responsabilités

• Own outsourced care team performance against SLAs, CSAT, FCR, and productivity targets.
• Design and maintain QA standards across L1-L3 and feed scores into coaching plans.
• Lead training lifecycle: onboarding, upskilling, and product update modules.
• Coordinate training delivery with L2/L3 leads to ensure alignment and effectiveness.
• Manage L1 operational budget, forecast volumes, and track cost per contact.

Connaissances

BPO management

Quality assurance

Training strategy

Workforce planning

Budget management

Stakeholder alignment

Description du poste

Evaneos is seeking a Business Partner Outsourced & Quality Ops Lead to ensure every customer interaction meets quality standards, whether by our BPO team in Madagascar or internal specialists. You own outsourced care performance, budget forecasting, and the QA design across L1-L3, driving cost-efficient scale without sacrificing service excellence.

Reporting to the Head of Customer Satisfaction & Operations, you will guide training, calibration, and cross-functional collaboration, building