Business Partner Outsourced & Quality Ops Lead

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

Avantages offerts par ce poste

La Voyagerie HQ

Weekly remote flexibility

Travelling teleworking

Travel budget

Well-being activities

Community & team events

Résumé du poste

Evaneos, headquartered in Paris, seeks a Business Partner Outsourced & Quality Ops Lead to oversee the outsourced care team in Madagascar and drive QA design, training, and cross-functional process improvements. You will steer BPO partnerships, budget management, escalation paths, and workforce planning while shaping a culture of excellence in customer care.

You will collaborate with the Customer Care Lead and Self-Service teams to enhance training, performance insights, and crisis resilience,

Qualifications

• Significant BPO management experience with SLAs and budgeting.
• QA framework design, calibration, coaching and process improvement.
• Experience building agent training programs and modules.
• Fluent in French and English; additional market language a plus.

Responsabilités

• Manage the Madagascar BPO team (about 10 agents) and recruitment/onboarding.
• Monitor and challenge BPO performance against SLAs, CSAT, FCR, and productivity targets; lead reviews.
• Own L1 operational budget: forecast volumes, capacity planning, cost per contact and per FTE.
• Define escalation criteria and ensure smooth handoffs with no loss of context.
• Design and maintain QA standards across L1/L2/L3 interactions and drive calibration sessions.
• Lead training lifecycle across C-Care: onboarding, upskilling, and product update modules.

Description du poste

Better Trips for travelers. Better Trips for the World

Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor‑made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.

Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 800,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million € by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman‑owned businesses, guiding small businesses through sustainability training and certification, and much more.

Our values are just as important within Evaneos. Our strength is in our diversity, made up of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.

We hope you’ll join us on our mission!

You can also follow our Glassdoor page and see the comments of our current employees and candidates.

Job Description

At Evaneos, we believe that travel can be a force for good, more responsible and more authentic, for those who experience it and for the destinations that welcome them. Behind every seamless customer interaction is a team dedicated to delivering service excellence at scale, whether travelers need quick answers or complex support.

We're looking for a Business Partner Outsourced & Quality Ops Lead to guarantee that every human interaction meets Evaneos quality standards, whether handled by our outsourced BPO team or internal specialists. Your mission?

You own the performance of the outsourced care team in Madagascar and the quality and training framework across all Customer Care levels. From BPO partnership steering and workforce planning to QA design and training strategy, you ensure the team scales cost‑efficiently while continuously raising the bar on service excellence.

The Customer Satisfaction & Ops team

Reporting directly to Gaëlle, Head of Customer Satisfaction & Operations, you join the Customer Satisfaction & Ops team and take ownership of BPO partnership and quality operations.

You manage a team of approximately 10 BPO agents based oversea, the first line of contact for Evaneos travelers. You work alongside two other leads who together form the C‑Care leadership circle:

The Customer Care Lead, who owns expert‑level dispute resolution and crisis management

The Customer Ops & Self‑Service Lead, who drives operational efficiency and deflection

Your role extends well beyond BPO management: you influence training and quality standards across all care levels (L1, L2, L3) through expertise and collaboration, not direct authority.

Your role as Business Partner Outsourced & Quality Ops Lead

You manage the BPO team in Madagascar (10 agents): recruitment pipeline, onboarding, daily performance management, and team engagement

You monitor and challenge BPO performance against SLAs, CSAT, FCR, and productivity targets. You lead weekly and monthly business reviews

You own the L1 operational budget: you forecast volumes, plan capacity to match seasonality and growth, and track cost per contact and cost per FTE rigorously

You manage the escalation framework from L1 to L2: you define clear criteria, monitor escalation rates, and ensure smooth handoffs with no loss of context

You anticipate workforce needs: you plan recruitment waves, manage attrition, and ensure the team is always sized to meet demand without overstaffing

Quality assurance framework

You design and maintain QA standards for L1, L2, and L3 interactions: scoring criteria, evaluator calibration, and consistency across all levels

You implement a "close‑the‑loop" process: QA scores feed directly into individual coaching plans, and recurring quality issues trigger process or training corrections

You run regular calibration sessions across care levels to ensure alignment on what "good" looks like

You act as the "voice of the agent" to the Ops and Process teams: you identify where tools, policies, or processes are driving poor performance and push for fixes

Training strategy & delivery

You own the training lifecycle across the entire C‑Care function (L1/L2/L3): initial onboarding, continuous upskilling, and product update modules

You translate complex product updates and process changes into agent‑ready training content with high pedagogical standards

You influence and coordinate training delivery across teams: you work with L2/L3 leads to ensure training plans are aligned, scheduled, and effective

You measure training impact: time to proficiency, post‑training QA scores, and knowledge retention. You iterate content based on results

Performance insights & cross‑functional coordination

You pilot post‑interaction surveys and satisfaction inquiries, translating insights into actionable reports for management and the Process/Tool teams

You provide the Customer Ops & Self‑Service Lead with data on where current flows and tools are failing agents and customers

You feed quality data into broader satisfaction analysis to drive upstream improvements

You coordinate closely with the Customer Care Lead on coverage planning, working hours, and shared quality standards

Crisis support & operational resilience

You serve as secondary leader for crisis coordination: you manage surge capacity, reorganize the BPO workforce on the fly, and handle complex escalations

You maintain and test crisis protocols, ensuring the team is prepared for volume spikes, system outages, or critical customer incidents

You build operational resilience: cross‑training agents, documenting backup procedures, and reducing single points of failure

Professionalize BPO steering: You bring rigor and structure to the BPO partnership during a critical transition phase, ensuring the outsourced workforce scales efficiently without quality loss.

Create 360‑degree quality visibility: You move from partial monitoring to comprehensive QA across all care levels, giving the team the data it needs to improve continuously.

Scale training through influence: You build the frameworks and content that L2/L3 leads can deploy autonomously, ensuring quality standards propagate across the entire care organization.

What's in it for you

La Voyagerie – Our bright and vibrant HQ in the 9th arrondissement is more than an office: it's a hub for inspiration, creativity, and daily interactions with others

Weekly remote flexibility – Enjoy up to 3 teleworking days per week, balancing focus time at home and collaborative moments at the office.

Travelling teleworking – The flexibility to work from different countries or regions multiple times a year.

Travel budget – Experience Evaneos services firsthand with dedicated travel perks.

Well‑being activities – Partially covered sports memberships through Gymlib, music and board games groups.

Community & team events – Cultural lunches, after‑works, annual seminars, weekly team meetings

and even more!

Salary range is €53K-62K (including 4 000€ variable). Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.

What we're looking for

You may be a great fit for this position if:

You have significant experience in BPO management with a proven track record of steering outsourced teams, managing SLAs, running business reviews, and controlling operational budgets

You are skilled in quality assurance: designing QA frameworks, calibrating scoring, and connecting quality data to coaching and process improvement

You have experience building training programs that translate complex product and process content into effective, agent‑ready modules

You are comfortable piloting operations through dashboards and data, tying operational metrics to financial impact

You have workforce planning experience: forecasting volumes, planning capacity, and managing recruitment pipelines aligned with business seasonality

You are fluent both written and spoken French and English, and professionally fluent in at least one additional market language (German, Spanish, Italian or Dutch)

Evaneos may be a great fit for you if:

You thrive in fast‑paced, international environments where quality and cost efficiency go hand in hand

You are recognized for your ability to drive standards across teams without direct authority, building trust through expertise and consistency

You stay steady under pressure and can reorganize a workforce on the fly without losing composure

You are passionate about turning operational data into tangible improvements in customer experience

Recruitment Process

We are committed to creating an environment where everyone feels respected and included. We strive to provide equal employment opportunities, regardless of gender, sexual orientation, background, disability, or any other characteristic that makes you who you are. Our goal is simple: to ensure that everyone can thrive, feel safe, and be treated with respect.

In French and/or English:

HR call with Marie, HR Business Partner: Initial chat to get to know you, learn about your work experience, and how they connect to the role 45 minutes

Team Leader interview with Gaëlle, Head of Customer Satisfaction & Operations: Open discussion to dive deeper into your skills and get a clear understanding of the role 1 hour

Case Study– A practical exercise based on (almost) real scenarios, to prepare in advance, with a report ideally face‑to‑face including restitution time, and discussion with the team 1 hour

Cultural fit– Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos 45 minutes

Final interview with Anne, Chief Supply Officer (your future N+2) 30 minutes