call centre analyst
ISCO: 3341. Skills: 29. Essential: 20.
Essential skills
- analyse call centre activities
- analyse call performance trends
- apply numeracy skills
- apply statistical analysis techniques
- call quality assurance management
- call routing
- call-centre technologies
- carry out statistical forecasts
- complete evaluation forms of calls
- comply with legal regulations
- create solutions to problems
- gather data
- have computer literacy
- inspect data
- perform data analysis
- provide objective assessments of calls
- report call errors
- run simulations
- train staff on call quality assurance
- write work-related reports