ISCO Occupation Group 3341.3 Call Centre Quality Auditor
From Open Risk Manual
Definition
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.
Essential Skills
- Present Reports
- Guarantee Customer Satisfaction
- Train Staff On Call Quality Assurance
- Assess Employees' Capability Levels
- Analyse Call Performance Trends
- Provide Objective Assessments Of Calls
- Call Quality Assurance Management
- Maintain High Quality Of Calls
- Information Confidentiality
- Quality Standards
- Measure Customer Feedback
- Report Call Errors
- Write Inspection Reports
- Telemarketing
- Give Constructive Feedback
- Measure Call Quality
- Provide Feedback On Job Performance
Optional Skills
- Sales Argumentation
- Type Texts From Audio Sources
- Estimate Profitability
- Statistics
- Advise On Efficiency Improvements
- Support Implementation Of Quality Management Systems
- Train Employees
- Project Management
- Advise On Organisation Climate
- Communication Principles
- Call Routing
- Accounting Techniques
- Sales Activities
- Analyse Staff Capacity
- Customer Service
- Revise Questionnaires
- Design Questionnaires
- Teach Communication Methods
- Call-Centre Technologies
- Sales Strategies
- Business Management Principles
- Persuade Clients With Alternatives
Alternative Names
- Call Centre Quality Analyst
- 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
