2.2 KiB
2.2 KiB
name, description
| name | description |
|---|---|
| call-centre-quality-auditor | Occupational skill for the role 'call centre quality auditor' (also: contact centre quality auditor, call centre quality analyst, call centre quality assurance auditor, call centre quality controller, call center quality auditor, call centre quality audit associate). Use when the user asks for typical call centre quality auditor work such as: typical call centre quality auditor responsibilities |
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.
Core workflow
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- 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
Hot technologies
- Adobe Acrobat
- Atlassian JIRA
- C
- Extensible markup language XML
- Hypertext markup language HTML
- JavaScript
- Microsoft Access
- Microsoft ASP.NET
- Microsoft Excel
- Microsoft Office software
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/580c98d4-fb97-4597-864c-54140f058f1b), ONET 30.3 (19-4099.01, manual nearest match). See manifest.json for licensing/attribution.*