Call centre quality auditor to call centre analyst
A call centre quality auditor already meets 32% of what the call centre analyst role asks for. The move turns on 13 required skills not yet in the profile.
66.2/ 100
1 How much of what a call centre analyst is expected to do is already part of a call centre quality auditor’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 analyst role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre analyst role treats 7 of its required skills as things a call centre quality auditor already does. You would walk in with these on day one.
- analyse call performance trends
- call quality assurance management
- call routing
- call-centre technologies
- provide objective assessments of calls
- report call errors
What stands in the way is 13 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 analyst role needs them, and most people applying for one will not have them already. This is the part of a call centre quality auditor 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 7 the call centre analyst role treats as required.
Table 3 · What you may need to learn
The 21 missing skills fall into 5 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 complete evaluation forms of calls required
- still to learn analyse call centre activities required
- still to learn apply numeracy skills required
- still to learn apply statistical analysis techniques required
- still to learn carry out statistical forecasts required
- still to learn gather data required
- still to learn inspect data required
- still to learn run simulations required
- optional, not held report accounts of the professional activity optional
- still to learn create solutions to problems required
- still to learn write work-related reports required
- optional, not held deliver visual presentation of data optional
- optional, not held speak different languages optional
- still to learn have computer literacy required
- still to learn perform data analysis required
- optional, not held use databases optional
- optional, not held use spreadsheets software optional
- still to learn comply with legal regulations required
- optional, not held apply information security policies optional
- optional, not held ensure compliance with company regulations optional
- optional, not held teamwork principles optional
Table 4 · Where to start
The 3 entries a call centre analyst role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 complete evaluation forms of calls practise this
- 02 analyse call centre activities practise this
- 03 apply numeracy skills 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 call routing knowledge
- already held call-centre technologies 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 information confidentiality knowledge
8 supplementary skills, helpful but not required
- optional, not held apply information security policies optional
- optional, not held report accounts of the professional activity optional
- optional, not held deliver visual presentation of data optional
- optional, not held ensure compliance with company regulations optional
- optional, not held speak different languages optional
- optional, not held teamwork principles optional
- optional, not held use databases optional
- optional, not held use spreadsheets software optional
32 held skills the call centre analyst role does not ask for
- not needed by the target role accounting techniques knowledge
- not needed by the target role advise on efficiency improvements skill
- not needed by the target role advise on organisational culture skill
- not needed by the target role analyse staff capacity skill
- not needed by the target role assess employees' capability levels skill
- not needed by the target role business management principles knowledge
- not needed by the target role communication principles knowledge
- not needed by the target role customer service knowledge
- not needed by the target role design questionnaires skill
- not needed by the target role estimate profitability skill
- not needed by the target role give constructive feedback skill
- not needed by the target role guarantee customer satisfaction skill
- not needed by the target role maintain high quality of calls skill
- not needed by the target role measure call quality skill
- not needed by the target role measure customer feedback skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role present reports skill
- not needed by the target role project management knowledge
- not needed by the target role provide feedback on job performance skill
- not needed by the target role provide feedback to performers skill
- not needed by the target role quality standards knowledge
- not needed by the target role revise questionnaires skill
- not needed by the target role sales activities knowledge
- not needed by the target role sales argumentation knowledge
- not needed by the target role sales strategies knowledge
- not needed by the target role statistics knowledge
- not needed by the target role support implementation of quality management systems skill
- not needed by the target role teach communication methods skill
- not needed by the target role telemarketing knowledge
- not needed by the target role train employees skill
- not needed by the target role type texts from audio sources skill
- not needed by the target role write inspection reports skill
1 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- optional, not held teamwork principles optional
Other moves recorded from call centre quality auditor
Common questions about this move
Can a call centre quality auditor become a call centre analyst?
Yes, and it is a substantial move. A call centre quality auditor already covers 32% of what a call centre analyst is expected to do: 8 skills carry over, 7 of which the call centre analyst role treats as required.
What skills does a call centre quality auditor need to become a call centre analyst?
13 required skills are missing, plus 8 optional ones. They fall into 5 areas of the ESCO skill hierarchy, led by information skills. The single most important is complete evaluation forms of calls.
How hard is the move from call centre quality auditor to call centre analyst?
Its learning distance is 66.2 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.