BPO Performance Specialist

Delivery Hero; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Delivery Hero is seeking a BPO Operations Analyst in Kuala Lumpur, Malaysia. The candidate will monitor performance against SLAs and KPIs, providing insights and collaborating on corrective actions with vendors. Qualifications include 1-2 years in BPO operations, fluency in English, and proficiency in Google Workspace. The role requires strong communication and data analysis skills. Join a fast-moving environment and help drive service quality and operational efficiency.

Qualifications

• 1–2 years of experience in BPO operations or related fields.
• Basic understanding of SLAs and KPIs.
• Fluency in English; additional languages are a plus.

Responsibilities

• Monitor BPO performance against SLAs and KPIs.
• Identify performance gaps and collaborate on corrective actions.
• Provide data-driven reporting on vendor performance.

Skills

BPO performance management

Data analysis

Communication skills

Google Workspace

Tools

CRM tools

QA tools

Job description

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

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 advantage.

Comfortable working with data — able to compile reports, identify basic trends, and flag anomalies.

Clear and structured communicator — able to coordinate with vendors and internal stakeholders professionally.

Fluency in English required; additional regional language is a plus.

Proficient in Google Workspace (Sheets, Slides, Docs); familiarity with CRM or QA tools is a bonus.

Organized, detail‑oriented, and able to manage multiple priorities in a fast‑moving environment.