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: £18,666pa (12-week probationary period, increases to £19,227pa after 6-months)

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 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 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: French, Japanese, Hindi, Dutch, Swedish, English, Romanian, Greek, Hindi, Croatian, Turkish, Norwegian or Czech
  • 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:

Quality Analyst – Dutch

Primary Location:

International Research Centre, Pynes Hill, Exeter, Devon

Hours:

Full Time – Working hours: 37.5 Hours a week

Salary:

Salary: £18,666pa (12-week probationary period, increases to £19,227pa after 6-months)

Job Role:

Do you consider yourself to be analytical, have an interest in 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?

As a Quality Analyst, you will be responsible for analysing interactions between customers and client’s contact centres 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 English & Dutch (Both written and spoken)
  • 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
  • Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
  • Ability to work to tight targets and deadlines
  • GCSE (A-C) or equivalent qualifications in English/Mathematics essential

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:

Business Insight Analyst

Primary Location:

International Research Centre, Pynes Hill, Exeter, Devon

Hours:

Full Time – Working hours: 37.5 Hours a week

Salary:

Salary: £30,000

Job Role:

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

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 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.

Key Responsibilities

  • Carry out analysis work, interpret results and make recommendations to ensure continuous improvement for all Operational acitivies across the business
  • Work closely with the operations team to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver 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 using statistical techniques
  • 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 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
  • Write best practice reports and presentations to summarise analysis results and
    recommendations; and deliver these to 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

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
  • 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 numerate, statistical and analytical background, with a relevant degree
  • Mapping out current processes and recommendations for improvement using Lean techniques
  • Ability to present in a clear and concise manner to various levels across the business, both verbally and written
  • 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
  • Process and System and Improvement
  • Identifying opportunities for process and system improvements
  • Conducting Rapid Improvement Events to change processes and systems and implementing changes
  • ISO 9001 auditing

Desirable Qualifications

  • Bachelors degree in a related field
    or
  • A relevant Business analysis qualification

Behavioural Competencies

  • To have a Proactive and self motivated approach
  • The desire to consider continuous process Improvements
  • Positive and innovative approach to problem solving
  • To use initiative and creativity in Data use
  • To be passionate about working with Data
  • Forward focussed with an invested interest in future operations and processes
  • Desire to add value to the business
  • Detailed understanding of requirements and business opportunities
  • Have an inquisitive approach to Research and Development

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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