Call centre quality auditor to call centre manager
A call centre quality auditor already meets 30% of what the call centre manager role asks for. The move turns on 20 required skills not yet in the profile.
74.7/ 100
1 How much of what a call centre manager 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 manager role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A call centre manager role treats 8 of its required skills as things a call centre quality auditor already does. You would walk in with these on day one.
- analyse staff capacity
- call-centre technologies
- communication principles
- customer service
- information confidentiality
- measure customer feedback
What stands in the way is 20 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 16 skills that carry over, these are the ones fewest other occupations ask for. A call centre manager 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 telemarketing business, administration and law
- 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
- already held call quality assurance management business, administration and law
- already held persuade clients with alternatives communication, collaboration and creativity
All 16 carried skills, including the 8 the call centre manager role treats as required.
Table 3 · What you may need to learn
The 36 missing skills fall into 6 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 manage ICT project required
- still to learn manage key performance indicators of call centres required
- still to learn supervise the management of an establishment required
- still to learn coordinate operational activities required
- still to learn create a work atmosphere of continuous improvement required
- still to learn evaluate performance of organisational collaborators required
- still to learn manage staff required
- still to learn strive for company growth required
- still to learn supervise work required
- optional, not held develop online sales business plan optional
- optional, not held monitor customer service optional
- optional, not held plan health and safety procedures optional
- optional, not held recruit employees optional
- still to learn identify customer's needs required
- still to learn create solutions to problems required
- still to learn liaise with managers required
- still to learn report on overall management of a business required
- optional, not held deliver a sales pitch optional
- optional, not held teach customer service techniques optional
- optional, not held establish communication with foreign cultures optional
- optional, not held manage contracts optional
- optional, not held teach marketing principles optional
- still to learn corporate social responsibility required
- still to learn product comprehension required
- still to learn customer relationship management required
- optional, not held business analysis optional
- optional, not held social media marketing techniques optional
- optional, not held subsidiary operations optional
- still to learn analyse call centre activities required
- still to learn assess the feasibility of implementing developments required
- still to learn interpret automatic call distribution data required
- optional, not held analyse customer service surveys optional
- optional, not held perform market research optional
- optional, not held perform risk analysis optional
- still to learn follow company standards required
- optional, not held e-commerce systems optional
Table 4 · Where to start
The 3 entries a call centre manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 corporate social responsibility study this
- 02 identify customer's needs practise this
- 03 manage ICT project 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 16 skills that carry over
- already held analyse staff capacity skill
- already held call-centre technologies knowledge
- already held communication principles knowledge
- already held customer service knowledge
- already held information confidentiality knowledge
- already held measure customer feedback skill
- already held present reports skill
- already held telemarketing knowledge
- already held accounting techniques knowledge
- already held analyse call performance trends skill
- already held call quality assurance management knowledge
- already held call routing knowledge
- already held persuade clients with alternatives skill
- already held sales activities knowledge
- already held sales strategies knowledge
- already held train employees skill
16 supplementary skills, helpful but not required
- optional, not held deliver a sales pitch optional
- optional, not held e-commerce systems optional
- optional, not held teach customer service techniques optional
- optional, not held analyse customer service surveys optional
- optional, not held business analysis optional
- optional, not held develop online sales business plan optional
- optional, not held establish communication with foreign cultures optional
- optional, not held manage contracts optional
- optional, not held monitor customer service optional
- optional, not held perform market research optional
- optional, not held perform risk analysis optional
- optional, not held plan health and safety procedures optional
- optional, not held recruit employees optional
- optional, not held social media marketing techniques optional
- optional, not held subsidiary operations optional
- optional, not held teach marketing principles optional
24 held skills the call centre manager role does not ask for
- 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 assess employees' capability levels skill
- not needed by the target role business management principles 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 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 provide objective assessments of calls skill
- not needed by the target role quality standards knowledge
- not needed by the target role report call errors skill
- not needed by the target role revise questionnaires skill
- not needed by the target role sales argumentation 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 train staff on call quality assurance skill
- not needed by the target role type texts from audio sources skill
- not needed by the target role write inspection reports skill
7 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 corporate social responsibility required
- still to learn product comprehension required
- still to learn customer relationship management required
- optional, not held e-commerce systems optional
- optional, not held business analysis optional
- optional, not held social media marketing techniques optional
- optional, not held subsidiary operations optional
Other moves recorded from call centre quality auditor
Common questions about this move
Can a call centre quality auditor become a call centre manager?
Yes, and it is a substantial move. A call centre quality auditor already covers 30% of what a call centre manager is expected to do: 16 skills carry over, 8 of which the call centre manager role treats as required.
What skills does a call centre quality auditor need to become a call centre manager?
20 required skills are missing, plus 16 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by management skills. The single most important is corporate social responsibility.
How hard is the move from call centre quality auditor to call centre manager?
Its learning distance is 74.7 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.