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.

Job Title:

Business Insight Analyst

Primary Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Role Reports To:

Head of Business Insight

Job Purpose:

We are looking for a Business Insight Analyst to analyse and interpret data, providing insight across client projects to drive decision-making and deliver real business benefit to our client.

You will have a proven track record of adding value through business analysis, producing analytics and interpreting results to deliver data driven insight & recommendations.

Key Responsibilities

  • Carry out analysis work, interpret results and make recommendations to ensure
    continuous improvement for all client projects across the business
  • Apply relevant tools and techniques of data analysis
  • Ensure that data outputs are delivered on-time, within scope and within target
    expectations
  • Review and analyse project and operations processes, rules and procedures;
    recommend improvements and suggest new ones as needed; establish operational
    standards and best practices
  • Implement routines to monitor and track progress on all activities
  • Create and maintain comprehensive process documentation
  • Deliver timely and accurate data analysis on performance against Key Performance
    Indicators (KPIs)
  • Write reports and presentations to summarise analysis results and
    recommendations; and deliver these to senior stakeholders

Skills & Experience

  • 3+ years experience working in an analytical role
  • Strong numerate, statistical and analytical background, with a relevant degree
  • Extensive experience of data manipulation and visualisation in Excel including charts,
    complex formulas and pivot tables
  • Experience of databases using software such as SQL, Access, etc.
  • Experience of data analysis & visualisation tools such as SPSS, Minitab or R
    preferred
  • The ability to explain basic statistical terms to non-technical stakeholders
  • Strong data evaluation skills
  • Ability to present in a clear and concise manner to various levels across the
    business, both verbally and written
  • Experience with being part of complex data management projects, preferably
    including all phases of the project life cycle from scoping and planning, requirements
    gathering, design, development, testing, and go live through to evaluation
  • Ability to identify and implement required actions quickly in order to accomplish
    goals, eliminate roadblocks, and create focus
  • Excellent communication / relationship building and stakeholder management skills
  • Multi-channel, call centre /customer service & support experience within a business
    and/or technology environment is also desirable

Qualifications

  • Bachelors degree in a related field with 3+ years of relevant work experience
  • Business analysis qualification (desirable)

Winning Behaviours

  • Customer and Stakeholder Priority
  • Commercial Acumen
  • Energy and Drive
  • Planning and Implementation
  • Continuous Improvement
  • Managing Change
  • Open Communication
  • Problem Solving
  • Collaboration
  • Multicultural Unity
  • Leadership
  • Influencing others

Job Title:

Project Manager

Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Hours:

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

Qualifications

  • 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.

Hours:

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
    reporting
  • 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

Desirable

  • 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

Job Title:

Quality Evaluation Analyst

Primary Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Hours:

Full time 37.5 hours per week 9.00 – 17.30

Salary:

£17,510 (rising to £18,122.29 after successful completion of a 12-week probationary period)

Job Purpose:

Do you consider yourself to be analytical, have a passion for the latest technology and enjoy working in a challenging and fast-changing environment? Do you have fluent language skills in English or another language? If so, why not talk to us about our opportunities to add real value here at BPA Quality?

BPA Quality is the world leader in providing Call Quality Assurance solutions to the Contact Centre industry. We analyse and measure the quality of customer service interactions, providing accurate, actionable feedback that enables our clients to deliver an exceptional customer experience.

As a Quality Evaluation Analyst, you will be responsible for analysing interactions between customers and a key client’s contact centre via phone calls and emails. You will provide feedback on adherence to policies and appropriate procedures, navigate their software applications to research appropriate resolutions, evaluate results and provide actionable insight. Additionally, you will ensure all project analysis is completed in a timely manner and in accordance with project requirements.

To be considered for this position, applicants should:

  • Be fluent in one of the following languages:- English, Italian, German, Turkish, Norwegian or Finnish
    If English is not your first language but you are fluent, we would be happy to accept your application
  • Have excellent communication, concentration and listening skills as well as a keen eye for detail
  • Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
  • Interest in technology and ability to understand and resolve technical issues
  • Competent level of spoken and written English

Experience of working in a Customer Contact Centre is desirable but not essential.

To apply for this position, please visit our Website – www.bpaquality.co.uk. to complete an application form or submit your CV to HR@bpaquality.co.uk

Job Title:

Account Manager

Primary Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Job Purpose:

Contribute to sustaining and growing our business to achieve continuing success. Responsible for creating long-term, rewarding relationships with our clients and ensuring the strategic growth of their accounts. Overseeing a portfolio of assigned clients, developing new business from existing clients and actively seeking new sales opportunities. Working effectively with internal teams to add real value to our clients and ensure they experience ROI.

Key Responsibilities

Relationship-led

  • Build and maintain strong, long-lasting client relationships with accounts, stakeholders and executive sponsors
  • Serve as the first point of client contact for all account management matters and communicate effectively with the client to ensure complete satisfaction with BPA services at all times
  • Ensure all activity is aligned with the contractual requirements of delivering highly effective stakeholder management to BPA clients, positioning BPA Quality as a strategic partner as opposed to being a transaction provider
  • Responsible for managing delivery of improvement initiatives aimed at showing the return on investment for the client e.g. increasing revenue, improving customer satisfaction, customer experience, retention etc.
    Results Driver
  • Develop new business with existing clients and/or identify areas of improvement to meet sales targets
  • Develop trust relationships with a portfolio of clients to mitigate shrinkage of accounts
  • Expand relationships with existing clients and propose solutions that meet their business objectives
  • Facilitate contract negotiations and close agreements to maximise growth and profitability
  • Forecast and track account metrics (e.g. monthly/quarterly sales results and annual forecasts)

Innovator

  • Create compelling and innovative ideas to present to account stakeholders
  • Bring fresh insight to clients’ business that will help them deliver competitive advantage
  • Uncover trends and information that enhance our offering and add additional value to the clients’ business
  • Keep abreast of changes and trends in the marketplace and developments in the contact centre industry
  • Develop individual and team expertise

Technical Expert

  • Acquire a thorough understanding of the client’s business, their key needs and requirements, and how the service we provide can add maximum value
  • Understand the complexity of client’s requirements and utilise experts from across BPA to enhance our offering
  • Develop and manage the client escalation process
  • Develop and manage client calibration process in line with contractual requirement

Collaborator

  • Accurately forecast project volumes & provide relevant information to Operations
  • Effectively collaborate with all areas of the business to maximise the value of the account
  • Pro-actively work with the insight team to identify growth opportunities within the accounts
  • Hold regular project meetings with team members to discuss client business performance and identify additional insight and evidence

Project Manager

  • Create compelling and effective written account plans, ensuring their execution, maintaining analysis and tracking against them
  • Hold peers accountable to ensure all evaluations are uploaded each period by agreed date and reports are on BPA’s client system
  • Perform the research needed to plan and drive account growth
  • Organise and manage regular (frequency as per contract obligations) performance review meetings attended by other BPA representatives and the client’s key stakeholders to ensure that contractual agreements are being met by both parties

Overall

  • Act as a role model, clearly displaying and promoting the BPA Quality Values
  • Identify barriers to success and resolve them quickly and efficiently
  • Attend all training required in support of your role
  • 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
  • Contribute to the success of the business by carrying out any additional activities/duties identified as necessary for the role

Measures of Success

  • Achieves business goals e.g. account growth, retention, client satisfaction, profitability
  • Creates innovative collateral that can be utilised across the business
  • Effective at selling major opportunities inside accounts
  • Displays discipline in adhering to the process for growing strategic accounts
  • Negotiates effective agreements
  • Risks, issues and barriers to success identified and resolved quickly and efficiently
  • Regular involvement with peer group to ensure best practice and consistency of approach across the organisation
  • Positive feedback on performance received from all key stakeholders
  • Personal development plan developed and actively managed

Skills & Experience

  • Minimum 3 years’ experience as an account manager or similar role selling into the service /sales sector
  • Experience of managing a B2B client portfolio at corporate/senior level within a blue-chip/professional services environment
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive level
  • Proven ability to manage multiple account projects at a time, while maintaining sharp attention to detail
  • Experience with CRM software (e.g. Salesforce) and MS Office (particularly Excel)
  • Aptitude for understanding how data can be utilised to drive business decisions
  • Demonstrate financial and business acumen
  • Demonstrate commitment, self-accountability and effective prioritisation
  • Excellent listening, negotiation and presentation skills
  • Strong verbal and written communication skills
  • Flexible approach to change, with a positive attitude to fluctuating workload
  • Advanced level of spoken and written English
  • Degree level education in relevant field (desirable)
  • Experience within the contact centre/customer service industry (desirable)

Job Title:

English Quality Analyst

Primary Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Hours:

Full time 37.5 hours per week 9.00 – 17.30

Salary:

£17,510 pa increasing to £18,122.29 following successful completion of a 12 week probationary period.

Start Date:

Beginning of April.

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 field
  • 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 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 lines manager
  • Responsibility taken for own self-development and improvement
  • Positive feedback received from line manage about performance and behaviour
  • Risks and issues identified and escalated to line manager at earliest opportunity
  • Maintains required level or 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 qualification in English / Languages / Mathematics essentials & degree level education desirable

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

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