Career Overlap Occupation record
RecordJob

Where a call centre quality auditor can go next

5 destinations recorded, ranked by how much of the target role a call centre quality auditor already meets. The closer to the top of Table 1, the less there is to learn.

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.

Also known as contact centre quality auditor, call centre quality analyst, call centre quality assurance auditor, call centre quality controller, call center quality auditor, call centre quality audit associate, customer service centre analyst, call centre quality control auditor.

Technicians and associate professionals 40 skills on file 5 career moves 0 above 60% overlap Closest: call centre supervisor, 33%

Fig. 2 · Career map 5 nearest · ESCO v1.2.1
call centre supervisor 33% covered call centre analyst 32% covered call centre manager 30% covered contact centre supervisor 22% covered live chat operator 17% covered call centre quality audit… You are here
  • 70% and above · short step
  • 50 to 70% · real move
  • Below 50% · substantial retraining
The 5 nearest destinations from call centre quality auditor, each one a link to that move’s record. Distance from the centre is how much retraining the move takes; the figure on each is how much of that role a call centre quality auditor already covers. All 5 are listed in the tables below.
Table 1

Table 1 · A bigger jump

Possible, but expect real retraining rather than a sideways step.

Table 2

Table 2 · What the job itself asks for

A call centre quality auditor needs 18 required skills and areas of knowledge. These 10 are the ones fewest other jobs share, so they say the most about the work.

Required skill Area
  • maintain high quality of calls information skills
  • provide objective assessments of calls management skills
  • report call errors information skills
  • train staff on call quality assurance communication, collaboration and creativity
  • measure call quality information skills
  • telemarketing business, administration and law
  • provide feedback on job performance communication, collaboration and creativity
  • analyse call performance trends information skills
  • call quality assurance management business, administration and law
  • provide feedback to performers communication, collaboration and creativity
Table 3

Table 3 · Jobs that lead here

The reverse view: occupations whose skills already cover much of what a call centre quality auditor does. The figure is how much of this job each one brings.

Index

Look up another occupation

Call centre quality auditor is filed under Technicians and associate professionals, ISCO major group 3. The full index lists all ten groups.

Note

How these figures were compiled

Overlap is how much of the target role is already part of a call centre quality auditor’s work. It is directional: the figure for the reverse move differs. Every entry above opens the full comparison for that move: what carries over, what is missing, and where to start. The full method.