Overview
Vendor Management Specialist Jobs in Federal Territory of Kuala Lumpur, Malaysia at HoYoverse
Title: Vendor Management Specialist
Company: HoYoverse
Location: Federal Territory of Kuala Lumpur, Malaysia
Responsibilities
- 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.
Requirements
- Recent graduate or graduated within 1-2 years, holding a Bachelor's degree or higher.
- Strong interest in the gaming industry, operations management, customer service, or content safety.
- Strong data sensitivity and analytical skills; able to spot issues from data and eager to learn how to turn findings into clear action plans.
- Proficiency in SQL.
- Proficiency in SQL or experience with data tools is a plus.
- Excellent coordination and communication skills with a hands-on, "get-things-done" mentality and strong execution.
- Organized, adaptable, and responsible, with a genuine passion for player experience and community well-being.
- High learning agility and adaptability; able to thrive and grow quickly in a fast-paced, high-change environment and work well under pressure.
- Relevant internship experience is a plus (e.g., data analysis, project management, operations support, BPO industry).
- Industry background in tech, e-commerce, gaming, or other fast-paced sectors is preferred.
- Fluency in English, Mandarin and Malay (written and spoken) is highly preferred to effectively collaborate with external partners and regional stakeholders.
