Mu Yang has extensive experience in marketing research and analysis, currently serving as a Marketing Research Analyst at BPA Quality (North America) since August 2018. Prior to this role, Mu held positions at HSBC as a Customer Due Diligence Analyst, where responsibilities included collaborating with compliance teams and identifying potential risks associated with customers, and at Radisson as a Financial Accounting Assistant, where significant financial discrepancies were successfully resolved. Additionally, Mu led a research team at Thermo Fisher Scientific Inc., applying lean-management techniques to improve efficiency. Mu Yang holds a Master's degree in Financial Mathematics from the University at Buffalo, an MBA in Business Administration from the University of La Verne, and a Bachelor's degree in International Business from Tianjin University of Science & Technology.
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