Profession call centre quality auditor

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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Personality Type

  • Enterprising / Conventional

Knowledge

  • Information confidentiality

    The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.

  • Telemarketing

    Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.

  • Call quality assurance management

    Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

  • Quality standards

    The national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.

Skills

  • Assess employees' capability levels

    Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.

  • Analyse call performance trends

    Analyse call quality and performance trends; provide recommendations for future improvement.

  • Guarantee customer satisfaction

    Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

  • Maintain high quality of calls

    Establish high quality standards and instructions for calls.

  • Provide objective assessments of calls

    Ensure objective assessment of calls with customers; see that all company procedures are adhered to.

  • Give constructive feedback

    Provide founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evaluate work.

  • Report call errors

    Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.

  • Present reports

    Display results, statistics and conclusions to an audience in a transparent and straightforward way.

  • Write inspection reports

    Write the results and conclusions of the inspection in a clear and intelligible way. Log the inspection's processes such as contact, outcome, and steps taken.

  • Measure customer feedback

    Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

  • Provide feedback on job performance

    Provide feedback to employees on their professional and social behaviour in the work environment; discuss results of their work.

  • Measure call quality

    Calculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.

  • Train staff on call quality assurance

    Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.

Optional knowledge and skills

estimate profitability teach communication methods analyse staff capacity call routing train employees design questionnaires business management principles customer service support implementation of quality management systems statistics advise on organisation climate accounting techniques revise questionnaires type texts from audio sources persuade clients with alternatives sales strategies sales argumentation communication principles call-centre technologies project management sales activities advise on efficiency improvements