call centre quality auditor
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.
Also called: 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
- 18
- essential skills
- 22
- optional skills
- 8
- related roles
- 3341
- ISCO-08 group
Where you can go from here
8 rolesOccupations sharing the most essential skills with this one. The number is a count, not an opinion.
- call centre analyst5 skills in common
- call centre manager4 skills in common
- call centre supervisor4 skills in common
- beauty salon manager2 skills in common
- contact centre supervisor2 skills in common
- motor vehicle assembly inspector2 skills in common
- product quality controller2 skills in common
- service manager2 skills in common
Essential skills
18- analyse call performance trends
- assess employees' capability levels
- call quality assurance management
- give constructive feedback
- guarantee customer satisfaction
- information confidentiality
- maintain high quality of calls
- measure call quality
- measure customer feedback
- present reports
- provide feedback on job performance
- provide feedback to performers
- provide objective assessments of calls
- quality standards
- report call errors
- telemarketing
- train staff on call quality assurance
- write inspection reports
Optional skills
22- accounting techniques
- advise on efficiency improvements
- advise on organisational culture
- analyse staff capacity
- business management principles
- call routing
- call-centre technologies
- communication principles
- customer service
- design questionnaires
- estimate profitability
- persuade clients with alternatives
- project management
- revise questionnaires
- sales activities
- sales argumentation
- sales strategies
- statistics
- support implementation of quality management systems
- teach communication methods
- train employees
- type texts from audio sources
No account needed to start
How close are you to being a call centre quality auditor?
MyNodes reads your CV once, maps it to this same taxonomy, and shows you which roles you are already closest to and the few skills that would open the most doors. The file is deleted as soon as it has been read.