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 or call 01392 347358.

Job Title:

Project Manager


International Research Centre, Milford House, Pynes Hill, Exeter


Full time 37.5 hours per week 9.00 – 17.30

Role reports to:

Head of Business Insight

Job Purpose:

The Project Manager will lead and manage relevant large scale, complex programs and projects (NSE, BI, AI, NPI) that support the Client by providing comprehensive outputs that are compelling, evidence based and clearly outlined. They will deliver actionable recommendations that support the delivery of enhanced service quality, customer experience and have a measurable impact on the Client’s business.

Key Responsibilities

Plan the project

  • Define the scope of the project in collaboration with Client input and direction of BPA Director
  • Create a detailed project plan which identifies and sequences the activities needed to successfully complete the project
  • Determine the resources required to complete the project
  • Develop a schedule for project completion that effectively allocates the resources to the activities
  • Review the project plan and schedule with stakeholders and all other employees that will be affected by the project activities; revise the plan and schedule as required
  • Determine the objectives and KPIs upon which the project will be evaluated at its completion – agree measures of success
  • Determine, and review with Client, methodology approach to maximise project output
  • Determine, and review with Client, a communications plan and management routines to track and highlight progress

Staff the project

  • In consultation with Operations Manager, allocate/select employees with appropriate skills for the project activities
  • Manage project team members according to the established policies and practices of the organisation
  • Ensure that all project personnel receive an appropriate orientation to the organisation and the project

Implement the project

  • Execute the project according to the project plan
  • Identify technology and scope of data required to identify and deliver results and recommendations
  • Identify and liaise with stakeholders within Client and set up working parameters
  • Set up files to ensure that all project information is appropriately documented and secured
  • Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project
  • Establish a communications schedule to update stakeholders, including appropriate employees in the organisation, on the progress of the project
  • Proactively communicate any potential risk to the Client and agree on steps to adjust as necessary
  • Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards

Control the project

  • Ensure that technology is delivering data to both the Client and BPA accurately and in a timely manner
  • Liaise with Operations Managers, Psychometrician to ensure adequate resources are delivering data
  • Review data delivered to Client for accuracy and relevant project scope, make appropriate adjustments to correct if needed
  • Compare progress to project plan and take action where necessary to correct or update plan, in light of learning’s or updated direction
  • Implement change control process where new elements, requests, or changes to the original project scope are requested
  • Communicate plan status at agreed checkpoints

Finalise the project

  • Bring data from various sources together to form a complete view – aligned with methodology agreed at planning phase
  • Evaluate the outcomes of the project against goals established during the planning phase
  • Quantify the effect of learning on Client business
  • Report project outcomes, identify actionable insight, make recommendations for enhancement
  • Track performance to measure the success of recommendation adoption
  • Carry out post project review to highlight improvement opportunities
  • Make proposed enhancements to BPA / Client services based on findings to ensure continued success

Measures of Success

  • Projects completed on time, according to the schedule determined at the project outset
  • Projects completed within budget prescribed at project outset
  • Overall project quality objectives met based on baseline goals, targets, or expectations set in project scoping phase
  • Internal team expressed satisfaction with the outcome (internal output audit)
  • The ‘Client’ of the project, as defined at the outset of the project, expressed satisfaction with the project outcomes and that success criteria had been achieved – process for gathering Client feedback used (possibly through Client CSAT survey)
  • The project outcome met all specified requirements
  • The project outcome and recommendations (insight, areas of focus etc.) was actively used for its intended purpose once completed (i.e. the feedback, insight and recommendations were acted on and not shelved)
  • The projects can be repeated and deliver a sustainable outcome

Skills & Experience

  • 5+ years’ experience in the management of multiple, complex projects from inception to successful implementation, including the development of project plans and the management of resources, budgets and timelines, through to evaluation of project outcome
  • Proficient knowledge of systems implementation and software development life cycles and methodologies
  • Proficient in business process flow diagramming
  • Demonstrable proven skills and experience in implementing efficiencies in established, high-profile international programmes
  • Solid experience as a Project Manager in a constantly changing environment
  • Proven experience of managing the full life-cycle of several projects
  • The ability to identify and implement required actions quickly in order to accomplish goals, eliminate roadblocks, and create focus
  • Proven ability to set expectations, manage to deadlines and hold individuals and teams accountable to critical milestones
  • Excellent communication / relationship building and stakeholder management skills
  • Ability to facilitate discussions between business, operations and technology teams
  • Have a keen eye for business and strategy as well as solid technical skills


  • Bachelors degree with 5+ years of relevant work experience
  • PMP/IPMA certified
  • COPC, Prince2 and/or 6 Sigma (desirable)
  • Masters in Business Administration, MBA (desirable)

Additional Requirements

Ability to travel globally (desirable)
Literacy in a wide range of project planning tools

Job Title:

New Business Development Manager

Primary Location:

Regular time required at the International Research Centre, Milford House, Pynes Hill, Exeter, but this does not need to be full-time workplace.


Full time 37.5 hours per week 9.00 – 17.30

Role reports to:

Quality Solutions Director

Job Purpose:

Responsible for winning new business in the market within the Contact Centre & Customer Service industry, and driving business opportunities through the end-to- end sales cycle, engaging with senior business executives. The main focus will be to acquire new clients, drive awareness and interest in our services, and work closely with the Quality Solutions Director to win new business.

Key Responsibilities

  • Engage with prospect organisations to position quality assurance solutions through strategic value based selling, business case definition, ROI analysis, references and analytical data
  • Conduct high level demonstrations of the managed, quality services through all
    mediums (webinars, face to face, hosted visits etc.)
  • Drive pipeline development through a combination of referrals received, networking, market sector knowledge/intelligence together with the Quality Solutions Director
  • Create and maintain a sales pipeline within the designated market sectors and
    maintain the administration associated with a sales pipeline to include regular
  • Work closely alongside new clients in a consultative approach to sales where you will develop strong commercial relationships to ensure joint business plans are achieved
  • Involvement in, and where applicable lead the delivery of consultancy services to clients to include assessment/audits of client’s quality monitoring set up, contact centre consultancy and training
  • Working with the Quality Solutions Manager you’ll assist in the interaction between the new business team and the rest of the business when implementing new sales and projects, working closely with Quality Solutions Team for the communication of tenders, contracts and the resolution of problems that occur
  • Work with the Quality Solutions Team to deliver against agreed marketing plan,
    including proactive use of social media
  • Create appropriate content for social media that is relevant and engaging for the
    Contact Centre industry
  • Some travel to customer sites as appropriate
  • Working in a fast paced, innovative and growing environment

Measures of Success

  • Activity is commercially successful and delivers against the needs of both the business and client
  • Achieves assigned sales targets
  • Meets assigned expectations for profitability
  • Establishes client account plans that meet BPA standards in all assigned accounts
  • Delivers high customer satisfaction ratings that meet BPA standards

Skills & Experience

  • Proven track record in a relevant, fast-moving, customer service industry with the
    ability to demonstrate an increase in revenues
  • A proven track record in a B2B business development and/or key account
    management role, ideally within the contact centre industry
  • B2B Sales/New Business Manager with proven success selling technology/software
    to both the SME and large enterprise markets
  • The ability to adapt communication style and work with all levels, from department
    heads through to C-Suite level
  • 3+ years of B2B sales experience
  • High-energy, with a proven track record of delivering results
  • Demonstrated client relationship management experience
  • Passion for the technology sector
  • Excellent relationship building skills and ability to demonstrate value to clients
  • Credibility internally and with customers
  • CRM application sales or vertical industry sector experience
  • Strong stakeholder management skills and an ability to work effectively and influence
    cross functionally, to ultimately drive sales growth and achieve agreed targets


  • Experience of selling software solutions gained within a major software vendor
  • Experience working in the contact centre industry

Winning Behaviours

  • Client Focus
  • Building Relationships
  • Energy and Drive
  • Ownership and Implementation
  • Generating Ideas
  • Open Communication
  • Analysis/Decision Making
  • Collaboration
  • Commercial Acumen
  • Maximising Opportunities

Ready to enhance your customer experience, drive improvement and deliver results? Then ask us how we can help.

Get in touch