call centre quality auditor

Description

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.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

quality standards information confidentiality telemarketing call quality assurance management

OPTIONALAdjacent knowledge that strengthens fit

project management communication principles sales argumentation statistics accounting techniques business management principles sales strategies call routing sales activities customer service call-centre technologies

Practical Skills

ESSENTIALApplied skills & competences

assess employees' capability levels provide objective assessments of calls maintain high quality of calls analyse call performance trends measure customer feedback give constructive feedback provide feedback to performers guarantee customer satisfaction provide feedback on job performance write inspection reports measure call quality train staff on call quality assurance report call errors present reports

OPTIONALOptional competences

type texts from audio sources advise on efficiency improvements analyse staff capacity advise on organisational culture teach communication methods train employees revise questionnaires estimate profitability support implementation of quality management systems persuade clients with alternatives design questionnaires