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data analysis dashboards llms bpo scorecards📋 Description
- Build and operationalize scalable performance frameworks across BPO teams
- Partner with BPO vendors and stakeholders to drive accountability and outcomes
- Leverage data sources (manual audits, speech analytics, reports) for insights
- Develop and maintain performance scorecards, dashboards, and leadership materials
- Identify opportunities for continuous improvement across processes
- Collaborate with operations, analytics, and member experience on strategy and execution
🎯 Requirements
- 3+ years in contact center quality, performance management, or operational effectiveness
- Experience with AI/ML evaluation systems (LLM-based scoring, automation)
- Proven experience driving improvements with BPO vendors or internal teams
- Strong analytical skills to translate insights into actions
- Experience building or managing performance scorecards and dashboards
- Ability to navigate ambiguity and partner with global stakeholders
🎁 Benefits
- Four days in the office and Fridays from home; remote options
- Backup child, elder, and/or pet care with subsidized commuter benefit
- 401k match and comprehensive medical, dental, vision, and life benefits
- Generous vacation and company-wide paid days off
- 1% time off to support local community organizations
- Annual wellness stipend for eligible wellness expenses
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