Description
Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
Alternative labels
upskill staff on call quality assurance
educate staff on call quality assurance
instruct staff on call quality assurance
teach staff on call quality assurance
training staff on call quality assurance
Skill type
skill/competence
Skill reusability level
cross-sector
Relationships with occupations
Essential skill
Train staff on call quality assurance is an essential skill 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.
Optional skill
Train staff on call quality assurance 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.
References
