Call Quality Assurance Analyst

Garden City, NY
May 08, 2017
Institution Type
Outside Academe

Job Description

Available Positions:

Currently seeking English and Spanish speaking candidates to fill Call Quality Assurance Analysts positions.

In this role, the successful candidates will:

* Analyze the behavior, technical skills and compliance of contact center agents
* Track, trend, and create the stimulus to help our clients build Quality Customer Experiences
* Identify key drivers that influence the agent/customer experience
* Enable our clients to grow and develop their Teams

Qualified applicants will Possess:

1. Strong Analytical skills with ability to identify key behaviors driving the agent/customer interactions

2. Ability to concentrate and produce accurate evaluations for extended periods

3. Ability to identify and track trends observed in the agent/customer interactions

4. Ability to communicate behavioral trends effectively with BPA Quality Management and the Client

Location: One Old Country Road, Carle Place, NY 11514 (across from Roosevelt Field Mall).

****This is not a work-from-home position. All candidates will work in our Garden City, NY, office.

Compensation: Salary: $12 Hourly position plus fully paid training.


Company Description
BPA Quality is the world leader in providing Remote Call Quality Assurance solutions to the Call Center Industry.
Our activities are focused on maximizing the potential of the vital contact between an organization and its customer through Contact Centers.

The core of our business is providing Remote Call Monitoring Services where we evaluate interactions between Agents and Customers" in a minimum of 25 languages. From this Analysis we are able to provide detailed feedback that can be used to improve Agent performance as well as helping organizations develop overall strategies to improve Customer Service and Maximize Sales.

In addition to the analysis of customer/agent contacts, BPA provides proactive support and advice to help our clients use the resulting data. Whether it is helping construct metrics to measure performance or providing training to help Supervisors coach more effectively, our objective is to develop a close working partnership with our Clients in their pursuit of excellence in customer service and customer engagement.

Visit our website:

Garden City, NY


Sun, 7 May 2017 07:31:28 PDT