Call quality assurance management

Description

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

Alternative labels

calls quality assurance management
call quality assurance supervision
call quality assurance administration
call quality assurance regulation
call quality assurance oversight
call quality assurance managing

Skill type

knowledge

Skill reusability level

cross-sector

Relationships with occupations

Essential knowledge

Call quality assurance management is an essential knowledge of the following occupations:

Call centre analyst: Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
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.
Call centre supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Contact centre supervisor: Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.

Optional knowledge

Call quality assurance management is optional for these occupations. This means knowing this knowledge may be an asset for career advancement if you are in one of these occupations.

ICT help desk manager: ICT 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 troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Call centre manager: Call 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 with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

 


 

References

  1. Call quality assurance management – ESCO

 

Last updated on September 20, 2022

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