BPA Quality - Contact Center Quality Solutions
Andrea Burns, MBA, has over 20 years of experience in various leadership roles within the customer service and call center operations industry. Andrea served as the Global Head of Quality and Training Excellence at BPA Quality (North America) since 2017. Prior to that, they were the Vice President of Customer Care at American Safety Council, Inc from 2016 to 2017. Andrea also held multiple roles at JPMorgan Chase, including AVP of Customer Service and Sales Call Center Operations from 2006 to 2016, and AVP of Customer Support Division (Collections) Call Center Operations from 2004 to 2006. Andrea began their career at TeleTech as a Senior Operations Manager from 1998 to 2003.
Andrea Burns earned their Bachelor of Science degree in Finance from the University of Phoenix, which they completed between the years 2003 and 2006. Andrea further pursued their education at the Crummer Graduate School of Business at Rollins College, where they obtained a Master of Business Administration (MBA) degree with a focus on Management, Entrepreneurship, and International Business, graduating in 2008.
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BPA Quality - Contact Center Quality Solutions
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BPA Quality provides contact centers with the insights to engineer great customer experiences every time through our expertise in quality monitoring, CX, QA, data & behavior analytics. With more than 30 years of experience, over 100 different clients (many featured on the Fortune 500 list of Largest Companies), and millions of observations made worldwide, BPA Quality has the experience, knowledge, and ingenuity to help you achieve the highest possible customer engagement and experience from customer-facing teams. BPA Quality, located in NY, FL, and the UK, has a unique approach to the development of Call Center Quality Assurance for Increased Customer Experiences and Sales Opportunities. The three component parts of the organization provide support in Remote Quality Monitoring and Analysis, Benchmarking, and Training. Currently, BPA monitors in 45+ different languages and incorporates Psychometrics & the Human Element to ensure your Global Customer is receiving best-in-class customer service. Our team of expert Independent Quality Analysts remotely access your contact recording systems and analyze interactions with customers, be they via phone, email, SMS, chat, or social media. They examine each interaction in detail to gather valuable business insight and focus before delivering this directly to you, in real time, through your internal scoring system or via our BPA Quality Builder interface™. Our reporting staff, led by our Psychometrician analyzes the data and develops robust reporting and analysis to impact the agent performance and the business as a whole. "We listen to more customer interactions than any other company in the world." PCI CERTIFIED | SSAE TYPE II CERTIFIED | HIPAA CERTIFIED | ISO 9001 Registered BPA Quality is a wholly-owned subsidiary of Verint Systems, Inc. (NASDAQ: VRNT) Solutions we offer: Contact Center Quality Monitoring Outsourcing Agent & Leader Training & Coaching Speech Analytics Driven Quality Proactive Business Intelligence