call centre quality auditor
ISCO: 3341. Skills: 40. Essential: 18.
Essential skills
- 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
- telemarketing
- train staff on call quality assurance
- write inspection reports
Supporting skills
- accounting techniques
- advise on efficiency improvements
- advise on organisational culture
- analyse staff capacity
- business management principles
- call routing
- call-centre technologies
- communication principles
- customer service
- design questionnaires
- estimate profitability
- persuade clients with alternatives
- project management
- revise questionnaires
- sales activities
- sales argumentation
- sales strategies
- statistics
- support implementation of quality management systems
- teach communication methods
- train employees
- type texts from audio sources