Careers

We are highly successful in delivery of Quality Assurance Solutions and recognize that people are at the heart of our success.

We readily recognize 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 Centers, Sales, IT or International Relations, please feel free to send us your resume today.

In New York, please e-mail your resume to employment@bpaquality.com or call (516) 295-3620.

In Florida, please e-mail your resume to FLJobs@bpaquality.com or call (407) 335-4982.

Job role: Speech Analytics Specialist
Department: Speech Analytics
Location: NY Research Center, or can work remotely
Role reports to: Manager, Speech Analytics

Job Purpose

The Speech Analytics Specialist provides support to the Speech Analytics team by offering insights through speech
analytics. In this role you will be responsible for making recommendations for process improvements based on the
analysis and findings through the speech analytics tool. You also will be responsible for the creation and maintenance of queries.

Key Responsibilities

  • Develop, maintain and generate various types of reporting.
  • Investigate opportunities for improvement through Speech Analytics.
  • Run ad hoc searches and reports through Speech Analytics tool.
  • Conduct account research and call listening to support Speech Analytics projects.
  • Ensure all project analysis is completed in a timely manner and in accordance with the project requirements.
  • Provide call metadata from Speech Analytics tool for deep dive analysis.
  • Observe and report any Speech Analytics tool or call recording system metadata discrepancies as well as any
    other system specific issues.
  • Comply with all BPA Quality and client policies and procedures.
  • Maintain the highest standards of client information confidentiality.
  • Query building and maintenance – to ensure queries maintain a 90% and above confidence rating.

Skills & Experience

  • Must have Nexidia query building certification and experience.
  • Requires advanced proficiency in Microsoft Office (Word, Excel, Power Point etc.).
  • Requires advanced proficiency in Nexidia 11.
  • Must be able to work a flexible schedule when necessary per project needs.
  • Able to operate in a challenging organizational environment with a requirement to balance differing priorities
    and demands/
  • Must be an effective written and oral communicator.
  • Knowledge of the telecommunications industry is a plus.
  • Knowledge and experience with other speech analytics tools is a plus.

Interested and qualified candidates should email a resume to employment@BPAQuality.com.

Job role: Quality Assurance Analyst
Department: Quality Research
Location: Florida Research Center, Maitland Florida
Role reports to: Team Project Manager

Job Purpose & Key Responsibilities:

  • Analyze customer interactions (Phone/Chat/Email/Social Media) for trends that will enable our clients to grow and develop their internal teams and external teams
  • Attend team meetings, prep sessions, focus groups, and mandatory training sessions as scheduled
  • Work on activities and/or projects as requested by the Supervisor
  • Identify and relay to Supervisor, areas for improvement within the evaluating and coaching delivery process
  • Relay customer/client service problems to Supervisor when necessary
  • Support the operation through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.

Skills & Experience Required:

  • One year of customer service experience, call center preferred
  • Proficient in Microsoft Word, Excel and Outlook
  • Must be able to pass a full background check
  • Strong organizational, time management, planning and problem-solving skills
  • Strong team building skills, to work well within a close team environment – self-sufficient
  • Demonstrate a strong desire to succeed
  • Resourceful and able to work well with minimal supervision
  • Ability to demonstrate a high degree of professionalism
  • Strong multi-tasking skills

Please provide your cover letter and resume to Fljobs@BPAQuality.com by November 17, 2017.

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

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