Working at BPA International | Glassdoor

BPA International Overview

Garden City, NY
201 to 500 employees
1988
Company - Private
Staffing & Outsourcing
$10 to $25 million (USD) per year
With over 30 years experience, over 100 different clients, and millions of observations made worldwide, BPA International has the experience, knowledge and ingenuity to help you achieve the highest possible Call Center Quality Customer Experience. The key to our success is in ... Read more

Mission: We have a fundamental belief that everyone in the world deserves a great customer experience.

BPA International – Why Work For Us?


BPA has been the global leader in providing Managed Quality Assurance Services for contact centers worldwide for more than 25 years.

Quality expertise

BPA Quality ensures our clients benefit from best practice quality processes that are directly linked to the assessment and development of each channel of customer contact.

Our specialist team

Our clients use the experience and detailed analysis skills of our highly skilled quality specialists to enhance the level of insight gained and identify areas to enhance customer engagement and experience.

Achievement of tangible business results

Our work with clients has been proven time and time again to have a positive impact on customer engagement, satisfaction and retention, conversion rates, brand loyalty, staff motivation and compliance.

Worldwide experience

BPA has specialized in this activity on a global basis for 25 years and our clients are reassured that they are dealing with a reputable company with a wide knowledge gained across many business sectors, including some of the world's biggest brands.

Compliance and knowledge

Our independent quality monitoring and evaluation solutions help support our clients in delivering regulatory and compliance objectives and check knowledge transfer and accuracy.

Our technology and feedback solutions

Designed by QA people for QA people, our state-of-the-art live reporting website delivers comprehensive and analyzed results, recordings and feedback in near realtime. These are created by our in-house software development team and are fully tailored to our clients' requirements.

Our partnership approach

Every client's business is unique, so we work with them to tailor our services to meet their specific business models and key drivers. Through ongoing dialogue we ensure that the flow of information, feedback, actionable insight, and reporting solutions provide our clients with the tangible information needed to achieve their aims and enhance customer engagement.

Analysis objectivity and accuracy

The ongoing training of our professional research team and quality assurance processes ensure consistent independent and accurate analysis of data which is fully transparent, allowing the user to completely understand and depend on the actionable insight and feedback received.

Training and development

We provide practical, common sense, training and development support directly linked to enhancing the performance of individuals involved in engaging with Customers.

We work with some of the world's biggest organizations with one aim: to improve customer experience and through this deliver increased sales, retention, loyalty, cost optimization and profitability.

As the sphere of influence of the contact center and quality functions grow, covering all aspects of the business from; Sales, Marketing, Product Design, Legal and Compliance to the Customer Facing Operations so the need to capitalize on this key resource becomes more imperative.

The BPA Quality approach has proved to deliver real competitive advantage and outstanding results time and time again for our clients and their customer facing teams.

BPA Quality entered the Remote Call Monitoring business almost 20 years ago and since then we have listened to tens of millions of transactions between Call Center Agents and Customers.

These transactions have covered a multitude of sales and service situations and call types, a multitude of situations; from airline customer service, technical support, debt collection to banking, from angry customers complaining to those who were desperate for some help, the list is endless.

Our many years of specialism in Contact Center Quality Assurance places us in a highly informed position; we have listened to millions of human customer contact situations, covering almost every customer type, having every conceivable difficulty or requirement.

We have also undertaken this activity internationally, covering 45 languages, so understand the differences between customer service expectations across multiple cultures.

This activity has enabled us to gain a detailed knowledge of the behaviors and processes that drive positive customer experience and engagement and the development of effective quality and coaching programmes.

A collection of shared values drives our team on to deliver better results for our clients.

Innovation

We always seek to construct creative solutions that consistently help
drive results.

Enthusiasm

We display a can-do approach in everything we do, always looking for positive solutions and striving for excellence

Customer Focus

We take time to anticipate, understand and address our customers' needs, listening and acting on feedback to improve overall customer satisfaction.

Integrity

We put professionals at the heart of our offering, conducting ourselves in an objective, honest and ethical manner.

Total Performance

We leverage our knowledge, experience and resources to achieve amazing results every time.

Teamwork

We have real desire to work together, with a shared sense of purpose to deliver even more than the sum of our parts.

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.

BPA International Reviews

  • "Quality Analyst"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Quality Assurance Analyst in Orlando, FL
    Current Employee - Quality Assurance Analyst in Orlando, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at BPA International full-time (Less than a year)

    Pros

    Great people, reliable leadership huge opportunities for growth.

    Cons

    None at the moment in time.

See All 61 Reviews

BPA International Photos

BPA International photo of: New York Office Analysts
BPA International photo of: Garden City Office
BPA International photo of: Analyst
BPA International photo of: Analyst
BPA International photo of: Analyst
BPA International photo of: NY Award
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BPA International Interviews

Experience

Experience
44%
25%
31%

Getting an Interview

Getting an Interview
64%
12%
12%
12

Difficulty

2.3
Average

Difficulty

Hard
Average
Easy
  1.  

    Analyst Interview

    Anonymous Employee in Carle Place, NY
    Accepted Offer
    Negative Experience
    Easy Interview

    Application

    I applied through an employee referral. The process took 2 weeks. I interviewed at BPA International (Carle Place, NY) in May 2015.

    Interview

    was sent an email, with information regarding the company and address. Came to the job, heard a recording of a call, followed by questions. It was very easy, too easy to be honest. This Is why anyone here is hired. No background checks nothing.

    Interview Questions

    • Made me listen to a recording of a phone call.   1 Answer
See All 17 Interviews

BPA International Awards & Accolades

  • Fastest Growing Private Companies in America, Inc. Magazine, 2014
  • Inc. 5000 Fastest Growing Private Companies, Inc. 500/5000, 2015

Pledges & Certifications

Veteran Hiring Commitment

Committed to helping America's military veterans find work

Tech Hiring Commitment

Helping to train, hire and promote more technology workers

Diversity Commitment

Has programs that support a diverse and inclusive workforce

Pay Equality Pledge

Committed to paying equitably for equal work & experience

Career Advancement Program

Helping employees "upskill" into higher-paying positions

Pledge to Thrive

Taking steps to prioritize employee well-being

First Job Programs

Maintain entry-level hiring and career development programs to give people career starts

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