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.
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.
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DATA SOURCED FROM ESCO (EUROPEAN COMMISSION) & O*NET (U.S. DEPARTMENT OF LABOR)