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About the role
Key responsibilities & impact- Build and operationalize scalable performance effectiveness frameworks across BPO teams
- Create consistent scorecards and evaluation methodologies
- Partner with BPO vendors and internal operational leaders to identify performance gaps and improve outcomes
- Analyze manual audits, speech analytics, and operational reporting
- Develop and maintain performance dashboards, scorecards, and business review materials
- Identify opportunities to improve processes, performance monitoring tools, and member experience workflows
- Collaborate with operations, analytics, Member Experience, and other business teams
- Improve adoption and effectiveness of performance evaluation tools using automation and AI-driven capabilities
Requirements
What you’ll need- 3+ years of experience in contact center quality, performance management, or operational effectiveness
- Demonstrated success driving measurable performance improvements with BPO vendors or internal operations teams
- Strong analytical skills and ability to translate complex data into actionable recommendations
- Experience building or managing performance scorecards, dashboards, or reporting frameworks
- Ability to navigate ambiguity and partner with stakeholders across global teams
- Strong organizational, project management, and communication skills
- Experience driving cross-functional initiatives
- Nice to have: Experience with AI/ML-driven evaluation systems, LLM-based scoring, automation tools, or classification models
Benefits
Comp & perks- Full-time employees may be eligible for bonuses, competitive equity, and benefits
- Fully remote program or four days a week in the office and Fridays from home for those near an office
- Team and company-wide events depending on location
- Backup child, elder, and pet care
- Subsidized commuter benefits for eligible employees
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy and company-wide paid days off
- 1% of time off to support local community organizations
- Annual wellness stipend
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents
- Family planning reimbursement
- Opportunity to join an experienced FinTech team and help millions unlock financial progress