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 recruitment@bpaquality.co.uk or call 01392 347358.

Job Title:

Quality Evaluation Analyst

Primary Location:

International Research Centre, Pynes Hill, Exeter, Devon

Hours:

Full Time – Working hours: 37.5 Hours a week

Salary:

Salary: £18,122.29 pa – 12 week probationary period
Salary increases to £18,666.00 – after 6 months’ employment.

Job Role:

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, Swedish, Hindi, Greek & Norwegian
  • 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 submit your CV, with a covering letter to
recruitment@bpaquality.co.uk

Job Title:

Account Manager

Primary Location:

International Research Centre, Pynes Hill, Exeter, Devon

Hours:

Full Time – Working hours: 37.5 Hours a week

Salary:

Salary: £30,000-£35,000 pa (with £5,000 Car Allowance pa)

Job Role:

To 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

  • 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)

To apply for this position, please submit your CV, with a covering letter to
recruitment@bpaquality.co.uk

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

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