call centre quality auditor (EN)
ISCO 3341 · v1.2.1
Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- call centre quality analyst
- call center quality auditor
- call centre quality assurance auditor
- call centre quality audit associate
- contact centre quality auditor
- call centre quality control auditor
- call centre quality controller
- customer service centre analyst
Skills and knowledge
Essential (EN) · 18
- guarantee customer satisfaction
- provide objective assessments of calls
- train staff on call quality assurance
- telemarketing
- analyse call performance trends
- provide feedback on job performance
- assess employees' capability levels
- measure customer feedback
- quality standards
- information confidentiality
- call quality assurance management
- give constructive feedback
- measure call quality
- write inspection reports
- present reports
- maintain high quality of calls
- provide feedback to performers
- report call errors
Optional (EN) · 22
- business management principles
- sales argumentation
- persuade clients with alternatives
- customer service
- type texts from audio sources
- sales activities
- estimate profitability
- project management
- statistics
- call routing
- accounting techniques
- advise on efficiency improvements
- revise questionnaires
- support implementation of quality management systems
- advise on organisational culture
- analyse staff capacity
- call-centre technologies
- train employees
- sales strategies
- teach communication methods
- design questionnaires
- communication principles
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