Vendor Management Specialist

Support daily operations with outsourced BPO vendors handling Customer Service (CS) and Content Moderation (CM) for HoYoverse projects, ensuring smooth communication and coordination. Track and report vendor performance on SLA, quality, productivity, accuracy, and compliance. Help prepare weekly and monthly review reports with data summaries and key insights. Collect and analyze data from different vendor sites to identify trends, issues, and areas for improvement. Work with internal QA and Training teams to review audits, find performance gaps, and follow up on improvement actions. Join calibration and feedback meetings to keep service tone and moderation standards consistent. Coordinate with internal teams (CS, CM, Product, Localization, Policy) on workflow updates, documentation, and operational needs. Support new process launches, testing, and tool rollouts to ensure vendors are aligned with HoYoverse standards. Ensure vendors follow data protection, security, and ethical moderation policies. Escalate risks when needed and keep records of communications, reports, and process updates.