Business Partner Outsourced

Role & impact

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

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