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

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

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

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

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

Get in touch