Strategic BPO & 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

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,