Call centre analyst to call centre quality auditor
A call centre analyst already meets 26% of what the call centre quality auditor role asks for. The move turns on 12 required skills not yet in the profile.
72.9/ 100
1 How much of what a call centre quality auditor is expected to do is already part of a call centre analyst’s work. Directional: the figure for the reverse move differs, because moving into a speciality is not the same problem as moving out of one. 2 Every skill the call centre quality auditor role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre quality auditor role treats 6 of its required skills as things a call centre analyst already does. You would walk in with these on day one.
- analyse call performance trends
- call quality assurance management
- information confidentiality
- provide objective assessments of calls
- report call errors
- train staff on call quality assurance
What stands in the way is 12 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 8 skills that carry over, these are the ones fewest other occupations ask for. A call centre quality auditor role needs them, and most people applying for one will not have them already. This is the part of a call centre analyst background worth leading with.
- already held provide objective assessments of calls management skills
- already held report call errors information skills
- already held train staff on call quality assurance communication, collaboration and creativity
- already held call routing information and communication technologies (icts)
- already held call-centre technologies information and communication technologies (icts)
- already held analyse call performance trends information skills
All 8 carried skills, including the 6 the call centre quality auditor role treats as required.
Table 3 · What you may need to learn
The 32 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered in the order worth working in. Areas carrying the most required skills come first, and inside each one the required skills sit above the optional ones. Nothing here is a verdict on you: it is a list of what this particular job asks for that your current one does not.
- still to learn provide feedback to performers required
- still to learn give constructive feedback required
- still to learn present reports required
- still to learn provide feedback on job performance required
- still to learn write inspection reports required
- optional, not held advise on efficiency improvements optional
- optional, not held advise on organisational culture optional
- optional, not held persuade clients with alternatives optional
- optional, not held support implementation of quality management systems optional
- optional, not held teach communication methods optional
- optional, not held train employees optional
- optional, not held type texts from audio sources optional
- still to learn maintain high quality of calls required
- still to learn measure call quality required
- still to learn measure customer feedback required
- optional, not held design questionnaires optional
- optional, not held estimate profitability optional
- optional, not held revise questionnaires optional
- still to learn quality standards required
- still to learn telemarketing required
- optional, not held customer service optional
- optional, not held project management optional
- optional, not held sales activities optional
- optional, not held sales argumentation optional
- optional, not held sales strategies optional
- optional, not held accounting techniques optional
- optional, not held business management principles optional
- still to learn assess employees' capability levels required
- optional, not held analyse staff capacity optional
- still to learn guarantee customer satisfaction required
- optional, not held communication principles optional
1 further area in the appendix
Table 4 · Where to start
The 3 entries a call centre quality auditor role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 guarantee customer satisfaction practise this
- 02 maintain high quality of calls practise this
- 03 measure call quality practise this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 8 skills that carry over
- already held analyse call performance trends skill
- already held call quality assurance management knowledge
- already held information confidentiality knowledge
- already held provide objective assessments of calls skill
- already held report call errors skill
- already held train staff on call quality assurance skill
- already held call routing knowledge
- already held call-centre technologies knowledge
The 1 learning area not shown above
- optional, not held statistics optional
20 supplementary skills, helpful but not required
- optional, not held customer service optional
- optional, not held project management optional
- optional, not held sales activities optional
- optional, not held sales argumentation optional
- optional, not held sales strategies optional
- optional, not held accounting techniques optional
- optional, not held advise on efficiency improvements optional
- optional, not held advise on organisational culture optional
- optional, not held analyse staff capacity optional
- optional, not held business management principles optional
- optional, not held communication principles optional
- optional, not held design questionnaires optional
- optional, not held estimate profitability optional
- optional, not held persuade clients with alternatives optional
- optional, not held revise questionnaires optional
- optional, not held statistics optional
- optional, not held support implementation of quality management systems optional
- optional, not held teach communication methods optional
- optional, not held train employees optional
- optional, not held type texts from audio sources optional
21 held skills the call centre quality auditor role does not ask for
- not needed by the target role analyse call centre activities skill
- not needed by the target role apply information security policies skill
- not needed by the target role apply numeracy skills skill
- not needed by the target role apply statistical analysis techniques skill
- not needed by the target role carry out statistical forecasts skill
- not needed by the target role complete evaluation forms of calls skill
- not needed by the target role comply with legal regulations skill
- not needed by the target role create solutions to problems skill
- not needed by the target role deliver visual presentation of data skill
- not needed by the target role ensure compliance with company regulations skill
- not needed by the target role gather data skill
- not needed by the target role have computer literacy skill
- not needed by the target role inspect data skill
- not needed by the target role perform data analysis skill
- not needed by the target role report accounts of the professional activity skill
- not needed by the target role run simulations skill
- not needed by the target role speak different languages skill
- not needed by the target role teamwork principles knowledge
- not needed by the target role use databases skill
- not needed by the target role use spreadsheets software skill
- not needed by the target role write work-related reports skill
11 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- still to learn quality standards required
- still to learn telemarketing required
- optional, not held customer service optional
- optional, not held project management optional
- optional, not held sales activities optional
- optional, not held sales argumentation optional
- optional, not held sales strategies optional
- optional, not held accounting techniques optional
- optional, not held business management principles optional
- optional, not held communication principles optional
- optional, not held statistics optional
Common questions about this move
Can a call centre analyst become a call centre quality auditor?
Yes, and it is a substantial move. A call centre analyst already covers 26% of what a call centre quality auditor is expected to do: 8 skills carry over, 6 of which the call centre quality auditor role treats as required.
What skills does a call centre analyst need to become a call centre quality auditor?
12 required skills are missing, plus 20 optional ones. They fall into 7 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is guarantee customer satisfaction.
How hard is the move from call centre analyst to call centre quality auditor?
Its learning distance is 72.9 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.
How this record was compiled
Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.