Business Partner Outsourced & Quality Ops Lead

At Evaneos we believe that travel can be a force for good more responsible and more authentic for those who experience it and for the destinations that welcome them. Behind every seamless customer interaction is a team dedicated to delivering service excellence at scale whether travelers need quick answers or complex support.

Were looking for a Business Partner Outsourced & Quality Ops Lead to guarantee that every human interaction meets Evaneos quality standards whether handled by our outsourced BPO team or internal specialists. Your mission

You own the performance of the outsourced care team in Madagascar and the quality and training framework across all Customer Care levels. From BPO partnership steering and workforce planning to QA design and training strategy you ensure the team scales cost-efficiently while continuously raising the bar on service excellence.

Reporting directly to Gaëlle Head of Customer Satisfaction & Operations you join the Customer Satisfaction & Ops team and take ownership of BPO partnership and quality operations.

You manage a team of approximately 10 BPO agents based oversea the first line of contact for Evaneos travelers. You work alongside two other leads who together form the C-Care leadership circle:

• The Customer Care Lead who owns expert-level dispute resolution and crisis management

• The Customer Ops & Self-Service Lead who drives operational efficiency and deflection

Your role extends well beyond BPO management: you influence training and quality standards across all care levels (L1 L2 L3) through expertise and collaboration not direct authority.

BPO partnership & service delivery

• You manage the BPO team in Madagascar (10 agents): recruitment pipeline onboarding daily performance management and team engagement

• You monitor and challenge BPO performance against SLAs CSAT FCR and productivity targets. You lead weekly and monthly business reviews

• You own the L1 operational budget: you forecast volumes plan capacity to match seasonality and growth and track cost per contact and cost per FTE rigorously

• You manage the escalation framework from L1 to L2: you define clear criteria monitor escalation rates and ensure smooth handoffs with no loss of context

• You anticipate workforce needs: you plan recruitment waves manage attrition and ensure the team is always sized to meet demand without overstaffing

Quality assurance framework

• You design and maintain QA standards for L1 L2 and L3 interactions: scoring criteria evaluator calibration and consistency across all levels

• You implement a close-the-loop process: QA scores feed directly into individual coaching plans and recurring quality issues trigger process or training corrections

• You run regular calibration sessions across care levels to ensure alignment on what good looks like

• You act as the voice of the agent to the Ops and Process teams: you identify where tools policies or processes are driving poor performance and push for fixes

Training strategy & delivery

• You own the training lifecycle across the entire C-Care function (L1/L2/L3): initial onboarding continuous upskilling and product update modules

• You translate complex product updates and process changes into agent-ready training content with high pedagogical standards

• You influence and coordinate training delivery across teams: you work with L2/L3 leads to ensure training plans are aligned scheduled and effective

• You measure training impact: time to proficiency post-training QA scores and knowledge retention. You iterate content based on results

Performance insights & cross-functional coordination

• You pilot post-interaction surveys and satisfaction inquiries translating insights into actionable reports for management and the Process/Tool teams

• You provide the Customer Ops & Self-Service Lead with data on where current flows and tools are failing agents and customers

• You feed quality data into broader satisfaction analysis to drive upstream improvements

• You coordinate closely with the Customer Care Lead on coverage planning working hours and shared quality standards

Crisis support & operational resilience

• You serve as secondary leader for crisis coordination: you manage surge capacity reorganize the BPO workforce on the fly and handle complex escalations

• You maintain and test crisis protocols ensuring the team is prepared for volume spikes system outages or critical customer incidents

• You build operational resilience: cross-training agents documenting backup procedures and reducing single points of failure

• Professionalize BPO steering: You bring rigor and structure to the BPO partnership during a critical transition phase ensuring the outsourced workforce scales efficiently without quality loss.

• Create 360-degree quality visibility: You move from partial monitoring to comprehensive QA across all care levels giving the team the data it needs to improve continuously.

• Scale training through influence: You build the frameworks and content that L2/L3 leads can deploy autonomously ensuring quality standards propagate across the entire care organization.

• La Voyagerie Our bright and vibrant HQ in the 9th arrondissement is more than an office: its a hub for inspiration creativity and daily interactions with others

• Weekly remote flexibility Enjoy up to 3 teleworking days per week balancing focus time at home and collaborative moments at the office.

• Travelling teleworking The flexibility to work from different countries or regions multiple times a year.

• Travel budget Experience Evaneos services firsthand with dedicated travel perks.

• Well-being activities Partially covered sports memberships through Gymlib music and board games groups.

• Community & team events Cultural lunches after-works annual seminars weekly team meetings

and even more!

Salary range is 53K-62K (including 4 000 variable). Transparent salary decisions based on clear benchmarks career progression frameworks and peer alignment to ensure fairness.

You may be a great fit for this position if:

• You have significant experience in BPO management with a proven track record of steering outsourced teams managing SLAs running business reviews and controlling operational budgets

• You are skilled in quality assurance: designing QA frameworks calibrating scoring and connecting quality data to coaching and process improvement

• You have experience building training programs that translate complex product and process content into effective agent-ready modules

• You are comfortable piloting operations through dashboards and data tying operational metrics to financial impact

• You have workforce planning experience: forecasting volumes planning capacity and managing recruitment pipelines aligned with business seasonality

• You are fluent both written and spoken French and English and professionally fluent in at least one additional market language (German Spanish Italian or Dutch)

Evaneos may be a great fit for you if:

• You thrive in fast-paced international environments where quality and cost efficiency go hand in hand

• You are recognized for your ability to drive standards across teams without direct authority building trust through expertise and consistency

• You stay steady under pressure and can reorganize a workforce on the fly without losing composure

• You are passionate about turning operational data into tangible improvements in customer experience

We are committed to creating an environment where everyone feels respected and included. We strive to provide equal employment opportunities regardless of gender sexual orientation background disability or any other characteristic that makes you who you are. Our goal is simple: to ensure that everyone can thrive feel safe and be treated with respect.

In French and/or English:

1. HR call with Marie HR Business Partner: Initial chat to get to know you learn about your work experience and how they connect to the role 45 minutes

2. Team Leader interview with Gaëlle Head of Customer Satisfaction & Operations: Open discussion to dive deeper into your skills and get a clear understanding of the role 1 hour

3. Case Study A practical exercise based on (almost) real scenarios to prepare in advance with a report ideally face-to-face including restitution time and discussion with the team 1 hour

4. Cultural fit Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos 45 minutes

5. Final interview with Anne Chief Supply Officer (your future N2) 30 minutes