**ROLE PROFILE****JOB TITLE: Quality Assurance Analyst (G33)****EXTERNAL JOB TITLE: Quality Assurance Analyst (G33)****FUNCTION: Marketing****SUB FUNCTION: Digital Business Services****CITY & COUNTRY: Monterrey, Mexico****ROLE SUMMARY****The Quality Assurance Analyst's primary role is to be responsible for assessing the performance of the engagement centre's agents who deal with our consumers.
The QA Analyst will monitor calls to assess technical accuracy, customer service performance, demeanour and complying with policies and procedures.
****ACCOUNTABILITIES**:- Participates in designing of QA monitoring formats and quality standards- Performs call monitoring and provides trend data- Uses QA results to compile and track performance at team and individual level- Provides feedback to engagement centre agents- Prepares and analyses quality reports for management staff review- Performs calibration sessions with team manager and staff**EXPERIENCE, SKILLS, KNOWLEDGE **ESSENTIA****Experience Required**- **1 - 2 years of Call-Contact-Engagement Center experience needed.
**- Experience adapting to change and successfully setting and adjusting priorities as needed- C1 English level- Experience multitasking**Technical / Functional / Leadership Skills Required**- Advanced use of Microsoft Office- Outstanding customer service skills- Exceptional listening and analytical skills- Creative ability & writing proficiency**Education / Qualifications / Certifications Required**- Bachelor's degree in related field**WE ARE BAT**At BAT we are committed to our Purpose of creating A Better Tomorrow.
This is what drives our people and our passion for innovation.
**See what is possible for you at BAT.
**- Global Top Employer with 53,000 BAT people across more than 180 markets.- Brands sold in over 200 markets, made in 44 factories in 42 countries.- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.- Diversity leader in the Financial Times and International Women's Day Best Practice winner.- Seal Award winner - one of 50 most sustainable companies.
**BELONGING, ACHIEVING, TOGETHER**Collaboration, diversity, and teamwork underpin everything we do here at BAT.
We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals.
**Come bring your difference!