Business Partner Outsourced

Better Trips for travelers. Better Trips for the World

Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor‑made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.

Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 800,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million € by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman‑owned businesses, guiding small businesses through sustainability training and certification, and much more.

Our values are just as important within Evaneos. Our strength is in our diversity, made up of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.

We hope you’ll join us on our mission

You can also follow our Glassdoor page and see the comments of our current employees and candidates.

Job Description

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.

We're 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.

The Customer Satisfaction & Ops team

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.

Your role as Business Partner Outsourced & Quality Ops Lead

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/