Quality Analyst - Contact Center
Company: BPA Quality
Location: Raleigh
Posted on: August 8, 2022
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Job Description:
Quality Analyst - Contact Center**You can be the Voice of the
Customer**Position: **Independent Quality Analyst (IQA)** - Contact
Center Quality AnalystLocation: **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 issuesApply
by sending your resume and cover letter to
employment@bpaquality.com_Job number: 1013b_**BPA Quality Employee
Perks and Benefits**Excellent PTO package, including paid sick
leaveDental, health & vision insurance optionsWorld-class call
center quality trainingWork from homeOpportunities to grow within
BPA QualityFlexible schedulesJobs4Life - program combining overall
wellness between your home and work-lifeEmployee assistance program
(EAP)401k plan & flexible spending account (FSA) options**BPA
Quality Core Values**
Keywords: BPA Quality, Raleigh , Quality Analyst - Contact Center, Professions , Raleigh, North Carolina
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