BPO Performance & Vendor Relations Lead

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

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.