BPO Performance Specialist

foodpanda; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

foodpanda is looking for a candidate in Kuala Lumpur to monitor BPO performance, analyze trends, and provide actionable insights.

Key responsibilities include ensuring service quality and maintaining relationships with BPO partners, requiring 1–2 years of experience, fluency in English, and proficiency in Google Workspace.

Qualifications

• 1–2 years of experience in BPO operations or a related commercial function.
• Basic understanding of SLAs, KPIs, and performance management.
• Comfortable working with data and reporting.
• Fluency in English required.

Responsibilities

• Monitor BPO performance against SLAs and KPIs.
• Identify performance gaps and collaborate on corrective actions.
• Partner with teams to ensure service quality.
• Provide data-driven reporting on vendor performance.

Skills

BPO performance management

Data analysis

Communication

Google Workspace

Telesales support

Tools

CRM tools

QA tools

Job description

Responsibilities

• 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.