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§ OCCUPATION · GLOBAL STANDARDS

call centre analyst

Call centre analysts examine data regarding incoming or outgoing customer calls.

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Description

Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

call routing call-centre technologies call quality assurance management

OPTIONALAdjacent knowledge that strengthens fit

teamwork principles information confidentiality

Practical Skills

ESSENTIALApplied skills & competences

gather data inspect data provide objective assessments of calls run simulations carry out statistical forecasts write work-related reports analyse call performance trends create solutions to problems comply with legal regulations apply statistical analysis techniques apply numeracy skills complete evaluation forms of calls have computer literacy perform data analysis train staff on call quality assurance report call errors analyse call centre activities

OPTIONALOptional competences

use spreadsheets software report accounts of the professional activity ensure compliance with company regulations speak different languages use databases apply information security policies deliver visual presentation of data

GLOBAL RESOURCE

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SKILLS OVERVIEW

29 total

20 essential · 9 optional

Data Source: Unified Global Standards (ISCED, ISCO, O*NET, ESCO)

© 2026 DESTINAI · BETA 1.0 · ISCED ISCO O*NET ESCO

Careers Skills Privacy Terms EU AI Act notice