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:

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:

£18,122.29 (rising to £18,666 after six months)

Job Purpose:

On behalf of our global clients, analyse Customer to Client 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 Clients 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
• Input evaluation results and comments on to BPA’s custom software systems
• Ensure all evaluations are completed in a timely manner and in accordance with the project’s requirements, ensuring results are delivered to agreed time scale and specifications
• Based on knowledge of client objectives, provide anecdotal insight in addition to the evaluation process in order to add value to the client
• 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
• 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 Project Team Leader and/or Project Coordinator 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 where appropriate
• Achieves and maintains required levels of productivity
• 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 Winning Behaviours

Skills and experience

• Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
• Highly effective communication 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
• Adequate level of spoken and written English to comprehend Client training and procedures essential
• GCSE (A- C) or equivalent qualifications in English Language/ Mathematics essential
• Background in Customer Service environment desirable

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:

£18,122.29 (rising to £18,666 after six months)

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: Italian, Norwegian, Slovakian, Japanese, Mandarin and English
  • 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 to HR@bpaquality.co.uk

Job Title:

Business Insight Analyst

Primary Location:

International Research Centre, Milford House, Pynes Hill, Exeter

Hours:

Full time 37.5 hours per week 9.00 – 17.30

Salary:

£32,000 – £35,000 (depending on experience)

Job purpose:

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

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 to 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
  • Experience of data manipulation using software such as SQL, Access and Excel is
    essential
  • Experience of data analysis & visualisation tools such as SPSS, Minitab or R
  • 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 verbal and written
  • Experience with being part of complex data management projects, 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

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

Get in touch