Customer Service Analyst

You can be the Voice of the Customer

Position: Independent Quality Analyst (IQA) – Customer Service Analyst

Location: Work-from-home position available in multiple states 

Full-Time positions available, flexible schedules 

Welcome!  

We are so glad you decided to explore opportunities with our BPA Quality Team.  

At BPA Quality we want to hear from you. What does customer excellence sound like to you? What makes a positive impact on you as a customer? What do you want and expect when you interact with a contact center representative? 

Our dynamic and diverse team of IQAs represent the Voice of the Customer and help contact centers all over the world provide great multi-channel experiences consistently and effectively.  

People are at the heart of everything we do! 

At BPA Quality we strive to put people at the heart of everything we do. We aim to create a culture of care in all our relationships, starting with our BPA Team and emanating through all our client partnerships. 

We place objectivity, honesty and ethical behavior at the heart of everything we do, and we embrace diversity to encourage new ways of thinking, fresh perspectives and cutting-edge ideas. 

Our core values unite us as a community: 

• • • Total Performance
    • Pioneer Innovation
    • Customer Focus
    • Teamwork
    • Always Enthusiastic
    • Demonstrate Integrity
    • Embrace Diversity

What you will be doing as an Independent Quality Analyst (IQA) 

The core of our business is providing Remote Call Monitoring services where we evaluate interactions (calls, chats, emails) between customers and contact center representatives. From this analysis, we provide detailed feedback to our clients to help improve agent performance and drive customer excellence. 

As an IQA you will be working alongside a team of quality analysts evaluating the impact of the interactions between customers and contact center agents. Would the agent be perceived as helpful and knowledgeable? Did the agent leave a positive, lasting, impression on the customer? 

Our IQAs uncover valuable insights that make significant improvements to the overall success of our clients around the world. 

Beneficial skills for this position: 

• • • A passion for customers and ability to recognize excellent customer service 
    • Excellent communication skills 

• • • Desire to develop skills in providing clear, objective, feedback to our clients 
    • Focus and attention to detail in order to provide accurate assessments to our clients 
    • Comfortable navigating and learning computer programs/systems 

Work-from-home requirements: 

• • • Fast, reliable, internet connection 

• • • A dedicated space where you can focus and provide accurate assessments 
    • Comfortable troubleshooting basic internet and computer issues 

Apply by sending your resume and cover letter to employment@bpaquality.com

Job number: 1013b