Description
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Occupations requiring this skill
This section is generated automatically.
Skill demand overview
- Essential in 4 occupations
- Optional in 3 occupations
- Total: 7 occupations
- Most common in: ISCO major group 3 (Technicians and associate professionals)
Essential for
- Call centre analystCall centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation. Duties The duties of a call centre analyst typically includ…
- Call centre quality auditorCall 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 e…
- Call centre supervisorCall centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities. Duties The duties of a call centre supervisor…
- Contact centre supervisorContact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure daily operations run smoothly by resolving issues, instructing and trainin…
Optional for
- ICT help desk managerICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and trou…
- Service managerService managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interacti…
- Call centre managerCall centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react…
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Last updated on February 19, 2026
