What skills does a call centre quality auditor need?

A call centre quality auditor needs 18 essential skills including telemarketing, quality standards, information confidentiality, call quality assurance management, guarantee customer satisfaction. Core competencies include .

Will AI replace call centre quality auditor jobs?

The AI disruption score for call centre quality auditor is 86/100 (very high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

AccountancyBusiness and administration associate professionalsISCO 3341

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.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (18)

telemarketingtelemarketingPrinciples and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.quality standardsquality standardsThe national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.information confidentialityinformation confidentialityThe mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with ...call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.provide objective assessments of callsprovide objective assessments of callsEnsure objective assessment of calls with customers. See that all company procedures are adhered to.train staff on call quality assurancetrain staff on call quality assuranceEducate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.analyse call performance trendsanalyse call performance trendsAnalyse call quality and performance trends. Provide recommendations for future improvement.provide feedback on job performanceprovide feedback on job performanceProvide feedback to employees on their professional and social behaviour in the work environment; discuss results of their work.assess employees' capability levelsassess employees' capability levelsEvaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.give constructive feedbackgive constructive feedbackProvide founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evalu...measure call qualitymeasure call qualityCalculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.write inspection reportswrite inspection reportsWrite the results and conclusions of the inspection in a clear and intelligible way. Log the inspection's processes such as contact, outcome, and steps taken.present reportspresent reportsDisplay results, statistics and conclusions to an audience in a transparent and straightforward way.maintain high quality of callsmaintain high quality of callsEstablish high quality standards and instructions for calls.provide feedback to performersprovide feedback to performersHighlight positive points of a performance, as well as areas requiring improvement. Encourage discussion and propose avenues of exploration. Ensure performers are committed to following up on feedback...report call errorsreport call errorsPerform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.

Optional (22)

business management principlesbusiness management principlesPrinciples governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.sales argumentationsales argumentationTechniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.sales activitiessales activitiesThe supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasin...project managementproject managementThe discipline of project management, the activities which comprise this area and the variables implied in it, such as time, resources, requirements, deadlines, and responding to unexpected events.statisticsstatisticsThe study of statistical theory, methods and practices such as collection, organisation, analysis, interpretation and presentation of data. It deals with all aspects of data including the planning of ...call routingcall routingThe technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.accounting techniquesaccounting techniquesThe techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.sales strategiessales strategiesThe principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.communication principlescommunication principlesThe set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.persuade clients with alternativespersuade clients with alternativesDescribe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.type texts from audio sourcestype texts from audio sourcesListen, understand, and type content from audio sources into written format. Keep the overall idea and understanding of the message together with relevant details. Type and listen to audios simultaneo...estimate profitabilityestimate profitabilityTake various factors into account to calculate the cost and potential revenues or savings gained from a product in order to evaluate the profit that could be generated by the new acquisition or by a n...advise on efficiency improvementsadvise on efficiency improvementsAnalyse information and details of processes and products in order to advise on possible efficiency improvements that could be implemented and would signify a better use of resources.revise questionnairesrevise questionnairesRead, analyse, and provide feedback on the accuracy and adequacy of questionnaires and their assessment fashion taking into account its purpose.support implementation of quality management systemssupport implementation of quality management systemsAdvocate the introduction of new business processes to help achieve quality standards, such as the improvement of the organisational structure or the development of new procedures in case of quality d...advise on organisational cultureadvise on organisational cultureAdvise organisations on their internal culture and work environment as experienced by employees, and the factors which may influence the behaviour of employees.analyse staff capacityanalyse staff capacityEvaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.train employeestrain employeesLead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the perform...teach communication methodsteach communication methodsSelect augmentative or alternative communication methods for patients, such as automated devices and sign language, and instruct patients how to use them. Teach patients with little or no capability f...design questionnairesdesign questionnairesStudy the objectives of the research and imprint those aims into the design and development of questionnaires.