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.

Skills

  • 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.

  • Analyse call performance trends

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

  • 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 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.

  • Provide feedback on job performance

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

  • Present reports

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

  • 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.

  • Report call errors

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

  • Provide objective assessments of calls

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

  • Maintain high quality of calls

    Establish high quality standards and instructions for calls.

  • Train staff on call quality assurance

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

  • Measure customer feedback

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

  • Assess employees' capability levels

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

Optional knowledge and skills

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