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.
Call centre quality auditors typically do the following duties:
- Monitor and measures the quality of inbound and/or outbound calls.
- Report daily, weekly, and monthly quality score results to Quality Management, operational stakeholders, and corporate management upon request.
- Provide detailed feedback and performance-related recommendations necessary to ensure quality performance.
- Participate in scheduled internal call calibration sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
- Work in conjunction with training and onboarding leadership to ensure quality requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations.
- Participate in review meetings, including the development of information on quality performance.
- Contribute call feedback, scorecards, and recorded calls for client calibration sessions to ensure program compliance and balance on the program.
- Facilitate coaching sessions with agents on call performance.
- Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
- Maintain positive, timely, and professional communication with management to ensure client goals and objectives are achieved.
The following job titles also refer to call centre quality auditor:
call centre quality analyst
call centre quality controller
contact centre quality auditor
customer service centre analyst
call centre quality assurance auditor
call centre quality control auditor
call centre quality audit associate
A high school diploma or equivalent is generally the minimum required to work as a call centre quality auditor.
ISCO skill level
ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:
- the nature of the work performed in an occupation in relation to the characteristic tasks and duties
- the level of formal education required for competent performance of the tasks and duties involved and
- the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.
Call centre quality auditor is a Skill level 3 occupation.
Call centre quality auditor career path
These occupations, although different, require a lot of knowledge and skills similar to call centre quality auditor.
Long term prospects
These occupations require some skills and knowledge of call centre quality auditor. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of call centre quality auditor with a significant experience and/or extensive training.
Essential knowledge and skills
This knowledge should be acquired through learning to fulfill the role of call centre quality auditor.
- Telemarketing: Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
- 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.
- 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.
- Call quality assurance management: Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Essential skills and competences
These skills are necessary for the role of call centre quality auditor.
- 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.
- Provide objective assessments of calls: Ensure objective assessment of calls with customers; see that all company procedures are adhered to.
- Train staff on call quality assurance: Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
- Analyse call performance trends: Analyse call quality and performance trends; provide recommendations for future improvement.
- Provide feedback on job performance: Provide feedback to employees on their professional and social behaviour in the work environment; discuss results of their work.
- Assess employees’ capability levels: Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.
- Measure customer feedback: Evaluate customers’ comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
- 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.
- 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.
- 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.
- Present reports: Display results, statistics and conclusions to an audience in a transparent and straightforward way.
- Maintain high quality of calls: Establish high quality standards and instructions for calls.
- Report call errors: Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
Optional knowledge and skills
This knowledge is sometimes, but not always, required for the role of call centre quality auditor. However, mastering this knowledge allows you to have more opportunities for career development.
- Business management principles: Principles governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.
- Sales argumentation: Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
- Customer service: Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer’s or service user’s satisfaction.
- Sales activities: The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
- Project management: Understand project management and the activities which comprise this area. Know the variables implied in project management such as time, resources, requirements, deadlines, and responding to unexpected events.
- Statistics: The study of statistical theory, methods and practices such as collection, organisation, analysis, interpretation and presentation of data. It deals with all aspects of data including the planning of data collection in terms of the design of surveys and experiments in order to forecast and plan work-related activities.
- Call routing: The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
- Accounting techniques: The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
- Call-centre technologies: The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
- Sales strategies: The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
- Communication principles: The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Optional skills and competences
These skills and competences are sometimes, but not always, required for the role of call centre quality auditor. However, mastering these skills and competences allows you to have more opportunities for career development.
- Persuade clients with alternatives: Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
- Type texts from audio sources: Listen, understand and type content from audio sources into written format. Keep the overall idea and understanding of the message together with relevant details. Type and listen to audios simultaneously.
- Estimate profitability: Take various factors into account to calculate the cost and potential revenues or savings gained from a product in order to evaluate the profit that could be generated by the new acquisition or by a new project.
- Advise on efficiency improvements: Analyse information and details of processes and products in order to advise on possible efficiency improvements that could be implemented and would signify a better use of resources.
- Revise questionnaires: Read, analyse, and provide feedback on the accuracy and adequacy of questionnaires and their assessment fashion taking into account its purpose.
- Support implementation of quality management systems: Advocate the introduction of new business processes to help achieve quality standards, such as the improvement of the organisational structure or the development of new procedures in case of quality defects.
- Advise on organisation climate: Advise organisations on their internal culture and work environment as experienced by employees, and the factors which may influence the behaviour of employees.
- Analyse staff capacity: Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
- Train employees: Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
- Teach communication methods: Select augmentative or alternative communication methods for patients, such as automated devices and sign language, and instruct patients how to use them. Teach patients with little or no capability for speech how to make sounds, improve their voices, or increase their language skills, enabling them to communicate more effectively.
- Design questionnaires: Study the objectives of the research and imprint those aims into the design and development of questionnaires.
ISCO group and title
3341 – Office supervisors