BPO Performance Specialist (EU/TR)

About the role

The BPO Performance Specialist will monitor and improve the performance of Business Process Outsourcing partners across Europe and Turkey, ensuring service quality and operational efficiency.

Key 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.

Required profile

• Solid understanding of performance metrics, SLA/KPI frameworks, and vendor management.
• Strong problem‑solving and analytical abilities to identify performance gaps and opportunities.
• Effective communication and collaboration skills with the ability to influence across teams.
• Knowledge of continuous improvement methodologies is a plus.
• Ability to work independently while managing multiple priorities.