Profession 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.

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Personality Type

• Enterprising / Conventional

Knowledge

• 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.

• 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.

Skills

• Present reports

  Display results, statistics and conclusions to an audience in a transparent and straightforward way.

• Measure customer feedback

  Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

• Maintain high quality of calls

  Establish high quality standards and instructions for calls.

• 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.

• Train staff on call quality assurance

  Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.

• Assess employees' capability levels

  Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.

• 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.

• Analyse call performance trends

  Analyse call quality and performance trends; provide recommendations for future improvement.

• Report call errors

  Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.

• 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.

• Provide feedback on job performance

  Provide feedback to employees on their professional and social behaviour in the work environment; discuss results of their 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.

• Provide objective assessments of calls

  Ensure objective assessment of calls with customers; see that all company procedures are adhered to.

Optional knowledge and skills

Source: Sisyphus ODB