Call centre quality auditor
Code 3341.2
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.
Essential skills
Knowledge
- call quality assurance management
- quality standards
- telemarketing
Skills and competences
- analyse call performance trends
- assess employees' capability levels
- guarantee customer satisfaction
- provide objective assessments of calls
Transversal competences
- information confidentiality
- train staff on call quality assurance
- give constructive feedback
- provide feedback on job performance
- report call errors
- maintain high quality of calls
- measure call quality
- present reports
- write inspection reports
- measure customer feedback
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Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences