Description
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.
Alternative labels
determine call quality
calculate call quality
call quality measurement
gauge call quality
call quality measuring
measuring call quality
Skill type
skill/competence
Skill reusability level
sector-specific
Relationships with occupations
Essential skill
Measure call quality is an essential skill of the following occupations:
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.
Optional skill
Measure call quality is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.
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.
References
- Measure call quality – ESCO
