Careers

CAREERS AT BPA Quality

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 our company contributes, in various ways, to the products and services we deliver. We value each individual’s contribution, encouraging everyone to reach their potential.

In turn, we have our own company values that our staff adhere to, helping us deliver the best to our clients. We are always looking for talented and qualified people who meet those values 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.

Current Available Careers at BPA Quality:

Job role: Project Manager
Location: New York Research Center, Garden City, NY
Role reports to: Head of Business Insights

Send your resume to: employment@bpaquality.com

Job Purpose & Key Responsibilities:

The Project Manager will lead and manage relevant large scale, complex programs and projects, fully support the project objectives and fully achieve both Client and BPA deliverables.

The Project Manager will manage the creation and preparation of relevant program/project documentation, deliver effective and clear communication of program/project progress/status and be accountable for the overall delivery of projects by providing comprehensive outputs that are compelling, evidence based and clearly outlined.

They will deliver actionable recommendations that support the delivery of enhanced service quality, customer experience and have a measurable impact on the Client’s business.

Key Responsibilities:

Assist in the definition of project scope, project charter and objectives, involving all relevant stakeholders from both client and BPA
Define and maintain the standards for overall program management following established program methodology – (request process, dashboards showing status, best practices with keynotes, tools/tactics to increase Business Intelligence, etc.)
Manage all steps in project process – Planning, Staffing, Implementation, Controlling, Analysing, Reporting and Finalizing
Coordinate internal resources for the flawless execution of Business Intelligence, New Site Engagements and New Product Implementation projects and ensure resource availability
Ensure that all projects are delivered on-time, within scope and within target expectations as detailed in Project Request Form and associated plan
Develop detailed project plans to monitor and track progress on all activities using appropriate methodology and detailed data analysis together with associated processes & technology
Manage changes to the project scope and schedules – ensure that all changes made to a project’s baseline scope, time, cost and quality objectives or agreed benefits are identified, evaluated, approved, rejected or deferred in collaboration with the client
Measure and report on project performance using appropriate tools and techniques – mature all project readouts and increase measureable results.
Manage the project control mechanisms (e.g. RAIDs, change control, progress reporting, data analysis, MI)
Report and escalate to management as needed on any barriers to success and progress
Coordinate the project planning implementation and transition to operational support of sustaining projects
Successfully manage the relationship with all client and BPA Quality stakeholders
Perform risk management to minimize project risks at all stages of the program
Allow individual risk events and overall project risk to be understood and managed proactively, optimising project success by minimising threats and maximising opportunities
Create and maintain comprehensive project documentation aligned with methodology and using appropriate process & technology
Carry out project post-mortems to ensure continuous improvement
Manage the enabling technologies used to deliver the project, technologies used to manage the project and the technology of the project deliverables

Key Capabilities

3+ years’ experience in the management of multiple, complex projects from inception to successful implementation, including the development of project plans and the management of resources, budgets and timelines, through to evaluation of project outcome
Demonstrable proven skills and experience in implementing efficiencies in established programs
Solid experience as a Project Manager in a constantly changing environment
Proven experience of managing the full life-cycle of multiple projects
The ability to use data to drive decision making and to support project outputs and recommendations
The ability to use data to drive decision making and to support project outputs and recommendations
The ability to identify and implement required actions quickly in order to accomplish goals, eliminate roadblocks, and create focus
Proven ability to set expectations, manage to deadlines and hold individuals and teams accountable to critical milestones
Excellent communication / relationship building and stakeholder management skills
Ability to facilitate discussions between business, operations and technology teams
Have a keen eye for business and strategy as well as solid technical skills
Proficient in business process flow diagramming

Measures of Success

Allocated projects delivered against project objectives as agreed with the Client and measured throughout the life-cycle of the project – Overall project quality objectives are met based on baseline goals, targets, or expectations set in project scoping phase
Projects completed within budget prescribed at project outset
The ‘client’ of the project as defined at the outset of the project, expressed satisfaction with the project outcomes and that success criteria had been achieved – effective use of the process for gathering Client feedback
Internal team expressed satisfaction with the outcome (internal output audit)
The project outputs met all specified requirements and supported desired program-level outcomes
The project outputs and recommendations (insight, recommendations, areas of focus) were actively used for their intended purpose once completed (i.e. the feedback, insight and recommendations were acted on and not shelved)
Lessons from projects are learned and acted upon so that projects can be repeated and deliver sustainable outcomes

Job role: Bilingual Customer Service Evaluator Fluent in Mandarin and English
Location: New York Research Center, Garden City, NY
Role reports to: Production Team Manager

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Measures of Success

Training completed to required level of competence
Achieve and maintain calibration targets set by the client
Achieve and maintain required levels of productivity
Adopt flexible approach and responds positively to change requests
Maintain 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 behavior
Risks and issues identified and escalated to your direct report at the earliest opportunity
Maintains required level of concentration and focuses efforts on business outputs
Maintains required level of attendance
Demonstrates identified Winning Behaviors

Skills & Experience

Essential

Fluent in Mandarin and English
Must have lived and worked in China for a minimum of 1 year
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 of being measured against performance criteria with the ability to take 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
Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

Customer service experience

Some College level education preferred

Job role: Bilingual Customer Service Evaluator Fluent in Korean and English
Location: New York Research Center, Garden City, NY
Role reports to: Production Team Manager

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Essential

Fluent in Korean and English
Must have lived and worked in Korea for a minimum of 1 year
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 of being measured against performance criteria with the ability to take 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
Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

Customer service experience
Some College level education preferred

Job role: Bilingual Customer Service Evaluator Fluent in Hebrew and English
Location: New York Research Center, Garden City, NY
Role reports to: Production Team Manager

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Measures of Success

Training completed to required level of competence
Achieve and maintain calibration targets set by the client
Achieve and maintain required levels of productivity
Adopt flexible approach and responds positively to change requests
Maintain 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 behavior
Risks and issues identified and escalated to your direct report at the earliest opportunity
Maintains required level of concentration and focuses efforts on business outputs
Maintains required level of attendance

Demonstrates identified Winning Behaviors

Skills & Experience

Essential

Fluent in Hebrew and English
Must have lived and worked in Isreal for a minimum of 1 year
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 of being measured against performance criteria with the ability to take 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
Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

Customer service experience
Some College level education preferred

Job role: Bilingual Customer Service Evaluator Fluent in Japanese and English
Location: New York Research Center, Garden City, NY
Role reports to: Production Team Manager

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Measures of Success

Training completed to required level of competence
Achieve and maintain calibration targets set by the client
Achieve and maintain required levels of productivity
Adopt flexible approach and responds positively to change requests
Maintain 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 behavior
Risks and issues identified and escalated to your direct report at the earliest opportunity
Maintains required level of concentration and focuses efforts on business outputs
Maintains required level of attendance
Demonstrates identified Winning Behaviors

Skills & Experience

Essential

Fluent in Japanese and English
Must have lived and worked in Japan for a minimum of 1 year
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 of being measured against performance criteria with the ability to take 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
Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

Customer service experience

Some College level education preferred

Job role: Bilingual Customer Service Evaluator Fluent in Spanish and English
Location: New York Research Center, Garden City, NY & Florida Research Center, Maitland, FL
Role reports to: Production Team Manager

Job Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Measures of Success

Training completed to required level of competence
Achieve and maintain calibration targets set by the client
Achieve and maintain required levels of productivity
Adopt flexible approach and responds positively to change requests
Maintain 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 behavior
Risks and issues identified and escalated to your direct report at the earliest opportunity
Maintains required level of concentration and focuses efforts on business outputs
Maintains required level of attendance
Demonstrates identified Winning Behaviors

Skills & Experience

Essential

- Fluent in Spanish and English
- 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 of being measured against performance criteria with the ability to take 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
- Adequate level of spoken and written English to comprehend Client training and procedures essential
Desirable

Customer service experience
Some College level education preferred

Job Role: Key Account Director
Location: New York Research Center, Garden City, NY or Florida Research Center, Maitland, FL
Reports to: VP, Client Services

Purpose

The Key Account Director is accountable for delivering a broad and deep relationship with our key Client, this is achieved through creating a long-term, rewarding relationship, which focuses on driving high performance excellence in service delivery, quality and richness of output, provides real value and ensures they experience ROI.

The role requires a strongly motivated person that can meet customer’s expectations and is able to take a hands-on approach to problem solving by using their initiative and available resources to deliver against the key account objectives and contractual requirements.

Poise and an engaging, empathetic communication style based on natural warmth and enthusiasm is the key to achieving the goals of this job. The work involves driving toward results by enrolling the commitment and buy-in of others helping to deliver an industry leading service experience.

Key Accountabilities

Relationship Led

Build and maintain strong, long-lasting client relationship with key client contacts, stakeholders and executive sponsors that fosters a partnership approach
Own and manage all account relationships through the lifecycle of the customer journey, dealing with escalations as appropriate
Develop and implement best practice Service Management procedures and processes to improve client experience
Serve as the first point of client contact for all account management matters and communicate effectively with the client to ensure complete satisfaction with BPA services at all times
Identify any roadblocks, risks, issues and concerns and flags to senior stakeholders
Ensure all activity is aligned with the contractual requirements of delivering highly effective stakeholder management to the BPA client, positioning BPA Quality as a strategic partner
Ability to operate at a high pace – recognize and support this level of pace (acknowledgement that process may not always be followed but ensures action that needs to be progressed to ensure achievement of the objective is taken)
Responsible for managing delivery of improvement initiatives aimed at showing the return on investment for the client

Results Driver  

Deliver against SOW and Service Level objectives and KPI’s
Ensure process and procedural adherence aligned with associated methodologies and accuracy requirements
Deliver against and recognize the importance of achieving deadlines throughout their area of responsibility
Drive the quality agenda in striving towards flawless execution
Highlight areas of observation from the data and operation outputs, looking for trends and new views
Expand the relationship and propose solutions that support the enhancement of Client business objectives
Forecast and track account metrics providing detailed reporting aligned with business requirements (e.g. weekly /monthly/quarterly and annual reviews/ forecasts/ QIM output)

Innovator

Create compelling and innovative ideas to present to account stakeholders
Bring fresh insight to clients business that will help them deliver competitive advantage
Uncover trends and information that enhance our offering and add additional value to the  clients’ business
Keep abreast of changes and trends in the marketplace and developments in the contact center and quality industry
Develop individual and team expertise  and maximize skills and knowledge retention

Technical Expert  

Acquire a thorough understanding of the client’s business, their key needs and requirements, and how the service we provide can add maximum value
Understand the complexity of client’s requirements and utilize experts from across BPA to enhance our offering
Develop and manage the client escalation process

Collaborator  

Accurately forecast project volumes, identifying risks to delivery and opportunities for maximizing staff utilization
Effectively collaborate with all areas of the business to maximize the value of the account
Pro-actively work with the insight team to identify growth opportunities within the account
Hold regular meetings, roundtables, forums with IQE team members to discuss client business performance  and identify additional insight and evidence and ideas
Hold regular strategy meetings with Client to explore opportunities for relationship and service improvement

Other  

Create compelling and effective written key account plans, ensuring their execution, maintaining analysis and tracking against them
Hold team accountable to ensure all activity is completed within the required timeframes and to the required standard
Perform the research needed to plan and drive account growth
Organize and manage regular (frequency as per contract obligations) performance review  meetings attended by BPA representatives and the client’s key stakeholders to ensure that contractual agreements are being met by both parties
Act as a role model, clearly displaying and promoting the BPA Quality Values
Act as a champion for all IQE activities developing a culture of performance achieving and people motivation and growth
Comply with all BPA policies and procedures and maintain the highest standards of client and information confidentiality and security
Identify barriers to success and resolve them quickly and efficiently
Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
Contribute to the success of the business by carrying out any additional activities/duties identified as necessary for the role

Key Capabilities  

Applied knowledge of Account Management with experience of managing a B2B client portfolio at corporate/senior level within a blue- chip/professional services environment
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive level
Demonstrate commitment, self-accountability, resilience and effective prioritization
Relationship lead – strong collaborator with excellent team building skills
Disciplined time management and ability to work under pressure
Ability to interpret data and provide detailed analysis with insights and recommended actions
Strong communicator with excellent interpersonal, influencing, planning and problem solving skills
Vision to understand customer needs and translate them in to practical solutions
Initiative to look for opportunities and have the drive to follow activities through to completion
Financial acumen required to manage account budget, revenue and profit expectations
Results driven – focused on growing and developing the relationship
Ability to work effectively individually and as part of a team
Strong listening and questioning skills – outstanding communication and interpersonal skills with the ability to drive change
Proven planning skills
Experience within the Contact Center/Customer Service Industry (desirable)

Measures of Success 

Achieves business goals e.g. account growth, retention, client satisfaction, profitability, SLA delivery
Data output is valued and trusted by the Client and supports their internal objectives
Creates innovative ideas and insight that is utilized across the business
Positive feedback on performance received from all key stakeholders
Lack of service escalations
Risks, issues and barriers to success identified and resolved quickly and efficiently
Effective at selling major opportunities inside the account
Displays discipline in adhering to the process for growing strategic account
Negotiates effective agreements that build a long term relationship
Regular involvement with peer group to ensure best practice and consistency of approach across the BPA organization

If this defines you and your goals, please forward your resume to employment@bpaquality.com

Job Role: Bilingual Customer Service Evaluator – Fluent in Turkish & English
Location: Garden City, NY
Reports to: Production Team Leader

Purpose

On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Key Responsibilities

Analyze content of interaction between Customers and Client Contact Centers 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
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 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 in technical knowledge/ability to enable 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

Measures of Success

Training completed to required level of competence
Achieve and maintain calibration targets set by the client
Achieve and maintain required levels of productivity
Adopt flexible approach and responds positively to change requests
Maintain 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 behavior
Risks and issues identified and escalated to your direct report at the earliest opportunity
Maintains required level of concentration and focuses efforts on business outputs
Maintains required level of attendance
Demonstrates identified Winning Behaviors

Skills & Experience

Essential

Fluent in Turkish and English
Must have lived and worked in Turkey for a minimum of 1 year

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 of being measured against performance criteria with the ability to take 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
Adequate level of spoken and written English to comprehend Client training and procedures essential

Desirable

Customer service experience
Some College level education preferred

Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

Yes, I want to revolutionize my QM process