Careers

Quality Analysts

Are you detail-oriented and have a desire for identifying business intelligence information to assist businesses to improve their overall performance? Do you want to impress top companies with your business acumen? If this describes your goals, you are ready to launch your career with BPA Quality

Key Responsibilities:

Analyze the content of interactions between Customers and Client Contact Centers by evaluating telephone calls and written communications

• Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
• 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 ongoing basis, use internal feedback for self-development and adhere to all agreed processes associated with the project(s)
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable a 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

Skills & Experience Required:

• Prior customer service experience
• Experience operating in a challenging organizational environment with a requirement to balance differing priorities and demands
• Highly effective communication 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 being measured against performance criteria with the ability to take on board feedback for improvement
• Knowledge of and ability to utilize efficiently Microsoft type products such as Word and Excel along with e-mail and internet related tools
• Ability to work overtime

Multi-Lingual Quality Analysts

Are you detail-oriented and have a desire for identifying business intelligence information to assist businesses to improve their overall performance? Do you want to impress top companies with your business acumen? If this describes your goals, you are ready to launch your career with BPA Quality

Multi-Lingual BPA Quality Analysts are fluent in English and are native speakers of the regional language required and have recently lived in that country.

Key Responsibilities:

Analyze the content of interactions between Customers and Client Contact Centers by evaluating telephone calls and written communications

• Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service
• 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 ongoing basis, use internal feedback for self-development and adhere to all agreed processes associated with the project(s)
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable a 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

Skills & Experience Required:

• Prior customer service experience
• Experience operating in a challenging organizational environment with a requirement to balance differing priorities and demands
• Highly effective communication 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 being measured against performance criteria with the ability to take on board feedback for improvement
• Knowledge of and ability to utilize efficiently Microsoft type products such as Word and Excel along with e-mail and internet related tools
• Ability to work overtime

Business Insight Analyst

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

This position will leverage Speech Analytics technology, to explore and generate additional data sources based on client needs.

Key Responsibilities:

• Carry out analysis work, interpret results and make recommendations to ensure continuous improvement of client and internal operational activities across the business
• Develop and maintain queries and categories in the Speech Analytics platform to mine for meaningful data in call recordings
• Work closely with the Client Management to deliver actionable insights to relevant decision-makers
• Work with management and users to gather requirements, provide status updates, and build relationships
• 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 analyze 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 for internal and external audiences
• Ensure that data outputs are delivered on time, within the scope, and within target expectations
• Implement routines to monitor and track progress on all activities
• Create and maintain comprehensive process documentation
• Write best practice reports and presentations to summarize analysis, results, and recommendations; deliver these to project managers and senior stakeholders based on data mining, analysis, and visualization
• Maintain and enhance existing Power BI operational dashboards
• Consult with operational leadership on forecasting, staffing, productivity, and other KPIs

Required Skills & Experience:  3+ years experience working in an analytical role with:

• Extensive experience in data manipulation and visualization in Excel including charts, complex formulas, and pivot tables
• Experience in SQL databases including design, maintenance, and application of tables and queries
• Experience in data analysis & visualization tools using, for example, SPSS, Minitab, or R
• Experience using Power Query to develop and maintain operational dashboards in Power BI
• The ability to explain basic statistical terms to non-technical stakeholders
• Strong numerate, statistical, and analytical background, preferably with a relevant degree
• Mapping out 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
• 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 going 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 center/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

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