Call centre analyst
Code 3341.1
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Essential skills
Knowledge
- call routing
- call quality assurance management
- call-centre technologies
Skills and competences
- inspect data
- analyse call centre activities
- analyse call performance trends
- complete evaluation forms of calls
- create solutions to problems
- comply with legal regulations
- gather data
- write work-related reports
- run simulations
- perform data analysis
- provide objective assessments of calls
- have computer literacy
Transversal competences
- apply numeracy skills
- apply statistical analysis techniques
- train staff on call quality assurance
- report call errors
- carry out statistical forecasts
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What to assess for this role
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