Careers

We are highly successful in delivery of Quality Assurance Solutions and recognise that people are at the heart of our success.

We readily recognise the power of our people to drive BPA Quality forward. Everybody in the company contributes, in various ways, to the products and services we deliver. We value each individual’s contribution, encouraging everyone to reach their potential.

We are always looking for talented and qualified people to join our winning team. If you have experience in Quality, Contact Centres, Sales, IT or International Relations, please get in touch – we accept CVs in English, Italian, French, German, Swedish, Dutch, Greek and Hungarian.

Please complete this application form and return to HR@bpaquality.co.uk or call 01392 347358.

Turkish Quality Evaluation Analyst

Job Purpose

On behalf of our Global Client, analyse Customer to Client Contact Centre telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

 

Key Responsibilities

• Analyse content of interaction between Customers and Client Contact Centres by evaluating the content of telephone calls and written communication in the required language
• Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
• Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems
• Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements
• On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s)
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable thorough understanding of client technology
• Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
• Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality
• Support the Production Team Leader by carrying out any additional activities/duties identified as necessary for the role

Measures of Success

• Training completed to required level of competence
• Achieves and maintains calibration targets set by the client
• Achieves and maintains required levels of productivity
• Adopts flexible approach and responds positively to change requests
• Maintains a positive rapport with team members and line manager
• Responsibility taken for own self development and improvement
• Positive feedback received from line manager about performance and behaviour
• Risks and issues identified and escalated to line manager at earliest opportunity
• Maintains required level of concentration and focuses efforts on business outputs
• Maintains required level of attendance
• Demonstrates identified Winning Behaviours

Skills & Experience

• Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
• Highly effective communication skills
• Interest in technology and ability to understand and resolve technical issues
• Ability to work to tight targets and deadlines
• Flexible approach to change, with a positive attitude to fluctuating workload
• Experience of being measured against performance criteria with the ability to take on board feedback for improvement
• Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
• Adequate level of spoken and written English to comprehend Client training and procedures essential
• GCSE (A- C) or equivalent qualifications in English / Languages / Mathematics essential &degree level education desirable

Please forward any CVs to HR@bpaquality.co.uk

French Quality Evaluation Analyst

Job Purpose

On behalf of our Global Client, analyse Customer to Client Contact Centre telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

 

Key Responsibilities
• Analyse content of interaction between Customers and Client Contact Centres by evaluating the content of telephone calls and written communication in the required language
• Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
• Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems
• Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements
• On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s)
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable thorough understanding of client technology
• Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
• Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality
• Support the Production Team Leader by carrying out any additional activities/duties identified as necessary for the role
Measures of Success
• Training completed to required level of competence
• Achieves and maintains calibration targets set by the client
• Achieves and maintains required levels of productivity
• Adopts flexible approach and responds positively to change requests
• Maintains a positive rapport with team members and line manager
• Responsibility taken for own self development and improvement
• Positive feedback received from line manager about performance and behaviour
• Risks and issues identified and escalated to line manager at earliest opportunity
• Maintains required level of concentration and focuses efforts on business outputs
• Maintains required level of attendance
• Demonstrates identified Winning Behaviours
Skills & Experience
• Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
• Highly effective communication skills
• Interest in technology and ability to understand and resolve technical issues
• Ability to work to tight targets and deadlines
• Flexible approach to change, with a positive attitude to fluctuating workload
• Experience of being measured against performance criteria with the ability to take on board feedback for improvement
• Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
• Adequate level of spoken and written English to comprehend Client training and procedures essential
• GCSE (A- C) or equivalent qualifications in English / Languages / Mathematics essential &degree level education desirable
Please forward any CVs to HR@bpaquality.co.uk

Russian Quality Evaluation Analyst

Job Purpose

On behalf of our Global Client, analyse Customer to Client Contact Centre telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

 

Key Responsibilities
• Analyse content of interaction between Customers and Client Contact Centres by evaluating the content of telephone calls and written communication in the required language
• Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
• Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems
• Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements
• On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s)
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable thorough understanding of client technology
• Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
• Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality
• Support the Production Team Leader by carrying out any additional activities/duties identified as necessary for the role
Measures of Success
• Training completed to required level of competence
• Achieves and maintains calibration targets set by the client
• Achieves and maintains required levels of productivity
• Adopts flexible approach and responds positively to change requests
• Maintains a positive rapport with team members and line manager
• Responsibility taken for own self development and improvement
• Positive feedback received from line manager about performance and behaviour
• Risks and issues identified and escalated to line manager at earliest opportunity
• Maintains required level of concentration and focuses efforts on business outputs
• Maintains required level of attendance
• Demonstrates identified Winning Behaviours
Skills & Experience
• Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
• Highly effective communication skills
• Interest in technology and ability to understand and resolve technical issues
• Ability to work to tight targets and deadlines
• Flexible approach to change, with a positive attitude to fluctuating workload
• Experience of being measured against performance criteria with the ability to take on board feedback for improvement
• Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
• Adequate level of spoken and written English to comprehend Client training and procedures essential
• GCSE (A- C) or equivalent qualifications in English / Languages / Mathematics essential &degree level education desirable
Please forward any CVs to HR@bpaquality.co.uk

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