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 role

Business Insight Analyst – starts February 2021

Salary

£30,000 – £35,000 per annum (dependent on experience)

Location

Working from Home initially (must be UK-based) / International Research Centre – Exeter

Department

Data Analysis and Reporting Hub

Role reports to

Elle Neal – Data Analysis and Reporting Manager

Job purpose

We are looking for a Business Insight Analyst to analyse and interpret data, providing insight across client and internal operational activities to drive decision-making and deliver real business benefit to both BPA Quality and our clients.

Highly skilled in all aspects of data analytics, including mining, generation and visualisation the Analyst will identify trends and create models, transforming data into readable, goal-driven reports for continued innovation and growth.

The meaningful results pulled from the raw data will help the business and clients make important decisions by identifying various facts and trends.

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

Closing date: 4th January.
To Apply: Send CV and application cover letter to recruitment@bpaquality.co.uk. Applicants must be UK-based.

WFH requirements

At home working environment should:

  • Be your primary residence
  • Be a quiet, comfortable space free from distractions
  • Not be overlooked either from inside or outside the home
  • Be able to facilitate video checks of the working environment when needed
  • Minimum broadband requirements: Reliable internet, 10Mbps download and 2Mbps upload

Key Responsibilities

  • Carry out analysis work, interpret results and make recommendations to ensure continuous improvement of client and internal operational activities across the business
  • Work closely with the Client Management and Operational Management teams to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers
  • Work with management and users to gather requirements, provide status updates, and build relationships
  • Carry out analysis work, interpret and make recommendations to ensure continuous improvement for all projects, applying statistical techniques where appropriate
  • Develop, implement, and maintain leading-edge analytic systems, taking complicated problems and building simple frameworks
  • Identify trends and opportunities for growth through analysis of complex data sets
  • Proactively analyse data to answer key questions from stakeholders or out of self-initiated curiosity with an eye for what drives business performance, investigating and communicating areas for improvement in efficiency, productivity, processes and procedures
  • Ensure that data outputs are delivered on-time, within scope and within target expectations
  • Review and analyse project and operational 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
  • Write best practice reports and presentations to summarise analysis, results and recommendations; deliver these t project managers and senior stakeholders based on data mining, analysis and visualisation
  • Evaluate internal systems for efficiency, problems and inaccuracies, developing and maintaining protocols for handling processing and cleaning data

Other Tasks

  • Attend adhoc meetings as required
  • Attend all training required in support of your role and as necessary to develop additional skills and competencies
  • Ensure compliance with all 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 internal information confidentiality
  • Support the success of BPA by carrying out any additional activities/duties identified as necessary for the role

Skills & Experience

3+ years experience working in an analytical role with:

  • Extensive experience of data manipulation and visualisation in Excel including charts, complex formulas and pivot tables
  • Extensive experience of SQL databases including design, maintenance and application of tables and queries
  • Experience of data analysis & visualisation tools using, for example, SPSS, Minitab or R
  • The ability to explain basic statistical terms to non-technical stakeholders
  • Strong numerate, statistical and analytical background, preferably with a relevant degree
  • Mapping out current processes and making recommendations for improvement, for example, using Lean techniques
  • Ability to present in a clear and concise manner to various levels across the business, both verbally and in written documentation
  • Strong data evaluation skills
  • 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
  • Identifying opportunities for process and system improvements
  • Conducting Rapid Improvement Events to change processes and systems and implementing changes

Desirable Qualifications

  • Bachelors degree in a related field
    and/or
  • A relevant Business Analysis qualification

Behavioural Competancies

  • A proactive and self-motivated approach
  • The desire to consider continuous process Improvements
  • A positive, innovative and collaborative approach to problem solving
  • Applies initiative and creativity in Data use
  • Passionate about working with Data
  • Forward focussed with an invested interest in future operations and processes
  • Desire to add value to the business
  • Develops detailed understanding of requirements and business opportunities
  • An inquisitive approach to Research and Development

Job role

Quality Evaluation Analyst – Various languages

Salary

£18,666pa (£19,803pa after 6 months employment)

Location

Working from Home initially (must be UK-based) / Exeter Offices

Department

Orchard project

Role reports to

Production Team Leader

Job purpose

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

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 and/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 Client and Outsourced Contact Centres by evaluating the content of telephone calls and written communication in the required language.

You will provide feedback on adherence to policies and appropriate procedures, navigate their software applications to research appropriate resolutions, evaluate results identify added value intelligence and insight, and provide actionable insight. Fully participate in roundtable and project activities aimed at enhancing Client performance and Customer Experience.

Additionally, you will ensure all project analysis is completed in a timely manner, maintaining the highest levels of accuracy in all activities undertaken and in accordance with project requirements.

To be considered for this position, applicants should:

  • Be fluent in one of the following languages: French, Japanese, German, Portuguese, Korean, Norwegian with English, Ukrainian, Russian
  • 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, and experience of using multiple I.T applications
  • 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

Key Responsibilities

  • Analyse content of interaction between Customers and Client and Outsourced 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
  • Identify added value intelligence and insight gained through evaluating interactions highlighting actionable improvements in people, product, process and Customer outcomes for the Client
  • Fully participate in roundtable and project activities aimed at enhancing Client
    performance and Customer experience
  • Maintain the highest levels of accuracy in all activities undertaken
  • 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 across multiple lines of business and channels
  • Achieves and maintains calibration and QA targets set by the client
  • Achieves and maintains required levels of productivity
  • Identifies added value insights and actionable intelligence
  • 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

Essential

  • Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
  • Highly effective communication and analytical 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 and ability to navigate between multiple I.T applications confidently
  • 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

Desirable

  • Customer service experience
  • Degree level education

To apply for this position, please complete an application form or submit your CV and covering letter to Recruitment@bpaquality.co.uk

Job role

Senior Project Manager (Innovation and Technology)

Location

Working from Home (must be UK-based) / International Research Centre – Exeter

Department

Innovation and Technology

Role reports to

Director of Innovation and Technology

Job purpose

BPA Quality is fast developing the next generation of its software platforms and solutions that drive our service delivery.

This is a critical role within the organisation to lead and manage significant, complex IT and software development programmes and projects internally and for our clients; delivering solutions that support the delivery of enhanced service quality and customer experience and have a measurable impact on client business. The role holder will have multiple opportunities to impact business processes and company success.

We are looking for a proven Project Manager with Business Analytical acumen, who is detail oriented, flexible when faced with change, able to manage multiple tasks and projects, skilled at building relationships with external and internal team members and thrives in a fast-paced work environment.

Closing date: 11th January.
To Apply: Send CV and application cover letter to recruitment@bpaquality.co.uk

Key Responsibilities

Project Delivery

  • Gathering and managing stakeholder requirements across a range of internal and external stakeholders
  • Successful delivery of software releases meeting customer requirements
  •  Managing a comprehensive test programme to include user acceptance testing (UAT) and quality assurance of outputs
  • Ensuring solutions are highly available, highly secure and scalable
  • Identifying resource or infrastructure gaps and addressing them appropriately
  • Successful planning, resourcing, implementation, governance, and delivery of projects
  • Ensure adherence to change control processes
  • Determining appropriate delivery approach (including methods, contents, and supporting documentation)
  • Negotiating realistic deadlines and meeting delivery schedules amongst the competing demands of stakeholders
  • Highly effective performance of all assigned projects, ensuring they are delivered within scope to the agreed time, quality, budget and customer success criteria
  • Defining, agreeing, managing and updating all key project components; deliverables, acceptance criteria, work plans, resourcing, risk and issues
  • Effectively communicating project status, progress, risks and issues to internal and external stakeholders as appropriate
  • Working closely with development and IT teams to ensure realistic timescales and deliverables
  • Managing the enabling technologies used to deliver the project

General

  • Contributing to the development and implementation of the Innovation and Technology strategy and objectives
  • Driving project management techniques, methodologies and approaches to evolve best practices
  • Identifying potential areas of opportunity, raising the success of the Innovation and Technology team within the business

Communication

  • Establishing senior level relationships with internal and external stakeholders
  • Functioning as a subject matter expert to collect complete and accurate business requirements from the client
  • Effectively managing communications and expectations across all stakeholder groups, maintaining a position as trusted advisor
  • Contributing to the success of the team through the ability to motivate & mentor cross-functional team members
  • Reporting and escalating to senior management as necessary on any barriers to success and progress

Measures of Success

  • Software releases on time, to specification
  • Projects delivered against project objectives as agreed with the business and measured throughout the life-cycle of the project
  • 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 outputs and outcomes and that success criteria had been achieved – process for gathering client feedback used
  • The project outputs met all specified requirements
  • The project outcome and deliverables were actively used for their intended purpose once completed
  • 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
  • Experience over a range of software development, IT implementation and data-driven projects including the ability to review, interpret, enhance and present data outputs and analysis from multiple sources, turning insight from data findings into actionable recommendations
  • Working knowledge and experience of Waterfall, Agile and/or Hybrid project management methodologies, systems implementation and process improvement techniques
  • Experience in delivering effective software testing programmes
  • Proficient in business process flow diagramming
  • Proficient with a wide range of software including project management tools, spreadsheets, document and presentation creation tools
  • Demonstrable proven skills and experience in implementing efficiencies in established, high-profile international programmes
  • A self-starter who can thrive in a fast-paced environment with minimal direct supervision
  • Solid experience as a Project Manager in a constantly changing environment
  • Proven experience of managing the full life-cycle of several projects
  • Excellent communication / relationship building and stakeholder management skills. Ability to understand a broad range of viewpoints and build consensus
  • Ability to facilitate discussions between business, operations and technology teams
  • Have a keen eye for business and strategy as well as solid technical skills
  • Proven experience of working independently with minimal supervision and as part of a team to complete assignments
  • Highly effective organisational skills and attention to detail

Qualifications

  • Ideally educated to degree level
  • Prince2 (desirable)
  • Scrum Master (desirable)

Additional Requirements

  • Ability to travel globally if required

Job role

Developer

Location

Working from Home (must be UK-based) / International Research Centre – Exeter

Department

Innovation and Technology

Role reports to

Senior Developer

Introduction

BPA Quality is continuing a journey of significant growth and innovation, we continue to build on our strengths in software solutions to help enable the business to deliver great services to our clients. We also want to progress opportunities to promote our software solutions as ‘Software as a Service’.

Job purpose

This new full-stack developer role is required to meet the increasing demands of our clients and internal customers to meet deliverables for software developments and solutions.

The successful candidate will be an experienced and capable individual in software development and able to develop solutions from a design specification to a live system. As well as development responsibilities the post holder will be on hand for support escalations as required from colleagues in the Systems Support and Development team.

The role reports to a Senior Developer and will work closely with colleagues across the Systems Support and Development team.

Closing date: 11th January.
To Apply: Send CV and application cover letter to recruitment@bpaquality.co.uk

Key Responsibilities

Software design, maintenance and development

  • Play a role in developing BPA’s Quality evaluation platform, continually improving and building the application
  • Act as a point of escalation for support queries relating to the evaluation platform that require more in-depth, third-line attention
  • Work with colleagues in the Systems Support and Development team to ensure stable, secure and available systems and processes
  • Work closely with colleagues in both the UK and US to develop and ensure effective solutions to our clients across the globe
  • Ensure development is conducted in a secure manner, according to our Secure Development policies and procedures
  • Be available for system updates or releases that will usually occur outside of normal working hours
  • Demonstrates interest in improving the company’s technical awareness, depth and use of technology across the business
  • Participates in the evolution of company best practices, standards and policies as related to software development and information security
  • Comply with all BPA policies and procedures and maintains the highest standards of Client and information confidentiality
  • Investigate and report on any incidents or non-conformances
  • Undertake project work as directed by the Director of Innovation and Technology and company leadership

Documentation and Governance
Ensure comprehensive documentation concerning development and software code this may include, but is not limited to:

  • Documentation regarding system builds readable by other developers to build or rebuild applications
  • Helpdesk solutions documentation to assist in supporting incidents and service request
  • Commented code to allow other developers to read code easily, as may be required

Measures of Success

  • High levels of customer satisfaction
  • Highly available software, meeting customer requirements
  • Developments delivered on time and to specification
  • Personal development plan actively managed
  • Positive rapport maintained with all key stakeholders

    Skills and Experience

    Experience

    • At least 3 years in a software development role
    • Experience within a development team for an organisation highly dependant on in house software developments and associated support
    • Experience providing, first, second and third line IT support
    • Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
    • Experience working in agile project teams
    • Experience working in ISO27001 and PCI DSS compliant environments
    • Play a lead role in accreditations or renewals for ISO27001, PCI DSS
    • Thorough understanding of GDPR compliant solutions and development
    • Experience of security by design/default

    Skills

    • Highly IT competent in all areas of business IT
    • Highly competent in Microsoft .NET Core, C#, SQL Server (or similar)
    • Competent in JQuery and Javascript
    • Understanding of Microsoft Azure DevOps or Git collaboration tools (or similar)
    • Ability to distil user requirements and realise solutions
    • Ability to deliver high standards of customer service
    • The ability to identify and implement required action quickly to accomplish goals, eliminate roadblocks and create focus
    • Highly effective communication skills
    • Strong problem solving and analytical skills
    • Flexible approach to change, with a positive attitude to fluctuating workload
    • Ability to work under pressure
    • Flexible approach to scheduling
    • Solution focused mindset
    • Highly effective interpersonal skills
    • Good levels of spoken and written English

    Qualifications – the following should be certified, or equivalent level of proven experience demonstrated:

    • Educated to degree level or equivalent in IT or numerate discipline
    • Microsoft certifications in relevant areas, e.g. .NET (desirable)
    • Project management certifications, e.g. PRINCE2 (desirable)
    • Agile scrum-master (desirable)
    • Have certification in secure software development methodology (desirable)
    • All training and certification must be within the last 3 years to ensure current knowledge

    Additional Requirements

    • Willingness to travel nationally and internationally as may be required

Face-to-face mystery shoppers

We’re always on the lookout for experienced face-to-face mystery shoppers to join our team. If you’re interested in finding out more, please email shoppers@bpaquality.co.uk

Job role

Quality Analyst – Japanese (Keigo)

Salary

£18,666pa (£19,803pa after 6 months employment)

Location

Working from Home initially (must be UK-based) / Exeter Offices

Department

Core business

Role reports to

Team Leader

Job purpose

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

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 and/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 Analyst, you will be responsible for analysing interactions between Customers and Client and Outsourced Contact Centres by evaluating the content of telephone calls and written communication in the required language.

You will provide feedback on adherence to policies and appropriate procedures, navigate their software applications to research appropriate resolutions, evaluate results identify added value intelligence and insight, and provide actionable insight. Fully participate in roundtable and project activities aimed at enhancing Client performance and Customer Experience. Additionally, you will ensure all project analysis is completed in a timely manner, maintaining the highest levels of accuracy in all activities undertaken and in accordance with project requirements.

To be considered for this position, applicants should:

  • Be fluent in English (Both written and spoken) and fluent in Japanese (Keigo)
  • Have excellent communication, concentration and listening skills as well as a keen eye for detail
  • Ability to work to tight targets and deadlines
  • Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
  • Ability to work from home with a requirement to balance differing priorities and
    demands
  • GCSE (A-C) or equivalent qualifications in English/Mathematics essential
  • Experience of working in a Customer Contact Centre is desirable but not essential
  • At home working environment should:
    o Be your primary residence
    o Be a quiet, comfortable space free from distractions
    o Not be overlooked either from inside or outside the home
    o Be able to facilitate video checks of the working environment when needed
  • Minimum broadband requirements: Reliable internet, 10Mbps download and 2Mbps upload

Key Responsibilities

  • Analyse content of interaction between Customers and Client and Outsourced Contact Centres by evaluating the content of telephone calls and written communication and through the delivery of Mystery Shopping calls in the required language
  • Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
  • Identify added value intelligence and insight gained through evaluating interactions highlighting actionable improvements in people, product, process and Customer outcomes for the Client
  • Fully participate in roundtable and project activities aimed at enhancing Client performance and Customer experience
  • Maintain the highest levels of accuracy in all activities undertaken
  • 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 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 across multiple lines of business and channels
  • Achieves and maintains calibration and QA targets
  • Achieves and maintains required levels of productivity
  • Identifies added value insights and actionable intelligence
  • 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

Essential

  • Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
  • Highly effective communication and analytical skills
  • 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 and ability to navigate between multiple I.T applications confidently
  • 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

Desirable

  • Customer service experience
  • Degree level education

Please complete this application form and return to recruitment@bpaquality.co.uk

Job role

Quality Analyst – Arabic

Salary

£18,666pa (£19,803pa after 6 months employment)

Location

Working from Home initially (must be UK-based) / Exeter Offices

Department

Core business

Role reports to

Team Leader

Job purpose

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

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 and/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 Analyst, you will be responsible for analysing interactions between Customers and Client and Outsourced Contact Centres by evaluating the content of telephone calls and written communication in the required language.

You will provide feedback on adherence to policies and appropriate procedures, navigate their software applications to research appropriate resolutions, evaluate results identify added value intelligence and insight, and provide actionable insight. Fully participate in roundtable and project activities aimed at enhancing Client performance and Customer Experience. Additionally, you will ensure all project analysis is completed in a timely manner, maintaining the highest levels of accuracy in all activities undertaken and in accordance with project requirements.

To be considered for this position, applicants should:

  • Be fluent in English (Both written and spoken) and fluent in Arabic
  • Have excellent communication, concentration and listening skills as well as a keen eye for detail
  • Ability to work to tight targets and deadlines
  • Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
  • Ability to work from home with a requirement to balance differing priorities and
    demands
  • GCSE (A-C) or equivalent qualifications in English/Mathematics essential
  • Experience of working in a Customer Contact Centre is desirable but not essential
  • At home working environment should:
    o Be your primary residence
    o Be a quiet, comfortable space free from distractions
    o Not be overlooked either from inside or outside the home
    o Be able to facilitate video checks of the working environment when needed
  • Minimum broadband requirements: Reliable internet, 10Mbps download and 2Mbps upload

Key Responsibilities

  • Analyse content of interaction between Customers and Client and Outsourced Contact Centres by evaluating the content of telephone calls and written communication and through the delivery of Mystery Shopping calls in the required language
  • Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
  • Identify added value intelligence and insight gained through evaluating interactions highlighting actionable improvements in people, product, process and Customer outcomes for the Client
  • Fully participate in roundtable and project activities aimed at enhancing Client performance and Customer experience
  • Maintain the highest levels of accuracy in all activities undertaken
  • 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 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 across multiple lines of business and channels
  • Achieves and maintains calibration and QA targets
  • Achieves and maintains required levels of productivity
  • Identifies added value insights and actionable intelligence
  • 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

Essential

  • Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
  • Highly effective communication and analytical skills
  • 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 and ability to navigate between multiple I.T applications confidently
  • 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

Desirable

  • Customer service experience
  • Degree level education

Please complete this application form and return to recruitment@bpaquality.co.uk

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

Get in touch