Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

call centre quality auditortocall 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.

From call centre quality auditor
32%
Overlap1
To call centre analyst
8 Skills carried over
13 Required, not held
66.2 Difficulty2
adjacent 0–30
moderate 30–55
substantial 55–75
career change 75–100
this move, 66.2

This move: 66.2 of 100 · substantial

1 Share of the call centre analyst role’s weighted skill requirement already met by the call centre quality auditor profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

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.

Skill the target role also needs Area
  • 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

Table 3 · What you would need to learn

The 21 missing skills fall into 5 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier
01 information skills 8 required, 1 supplementary
  • required, not held complete evaluation forms of calls required
  • required, not held analyse call centre activities required
  • required, not held apply numeracy skills required
  • required, not held apply statistical analysis techniques required
  • required, not held carry out statistical forecasts required
  • required, not held gather data required
  • required, not held inspect data required
  • required, not held run simulations required
  • optional, not held report accounts of the professional activity optional
02 communication, collaboration and creativity 2 required, 2 supplementary
  • required, not held create solutions to problems required
  • required, not held write work-related reports required
  • optional, not held deliver visual presentation of data optional
  • optional, not held speak different languages optional
03 working with computers 2 required, 2 supplementary
  • required, not held have computer literacy required
  • required, not held perform data analysis required
  • optional, not held use databases optional
  • optional, not held use spreadsheets software optional
04 assisting and caring 1 required, 2 supplementary
  • required, not held comply with legal regulations required
  • optional, not held apply information security policies optional
  • optional, not held ensure compliance with company regulations optional
05 generic programmes and qualifications 1 supplementary
  • optional, not held teamwork principles optional
Table 4

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.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 8 skills that carry over
Skill Type
  • 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
Skill to acquire Tier
  • 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
Skill Type
  • 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.

Skill to acquire Tier
  • optional, not held teamwork principles optional
Index

Other moves recorded from call centre quality auditor

Full index of moves from call centre quality auditor

Note

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.