RecordMove

Call centre quality auditor to call centre supervisor

A call centre quality auditor already meets 33% of what the call centre supervisor role asks for. The move turns on 13 required skills not yet in the profile.

Fig. 1 · Skill transfer ESCO v1.2.1 · directional

From call centre quality auditor

Distant match

To call centre supervisor

9 You already bring

13 Still to learn

33 Skills in the target role2

Learning distance Substantial retraining

67/ 100

adjacentmoderatesubstantialcareer change

1 How much of what a call centre supervisor 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 supervisor role is recorded as needing, required and optional together. What these numbers mean.

Why

Why this move works

A call centre supervisor 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 quality assurance management
call routing
call-centre technologies
maintain high quality of calls
measure call quality

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

Table 2 · What you already bring

Of the 9 skills that carry over, these are the ones fewest other occupations ask for. A call centre supervisor 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 maintain high quality of calls information skills
already held measure call quality information skills
already held call routing information and communication technologies (icts)
already held call-centre technologies information and communication technologies (icts)
already held call quality assurance management business, administration and law
already held analyse call performance trends information skills

All 9 carried skills, including the 8 the call centre supervisor role treats as required.

Table 3

Table 3 · What you may need to learn

The 24 missing skills fall into 8 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.

Skill to pick up Tier

01 management skills 4 required, 3 supplementary

still to learn manage ICT project required
still to learn forecast workload required
still to learn manage business knowledge required
still to learn perform project management required

optional, not held tolerate stress optional
optional, not held manage staff optional
optional, not held recruit employees optional

02 working with computers 2 required, 1 supplementary

still to learn have computer literacy required
still to learn perform data analysis required

optional, not held use customer relationship management software optional

03 business, administration and law 2 required

still to learn characteristics of services required
still to learn employment law required

04 information skills 2 required

still to learn interpret automatic call distribution data required
still to learn supervise data entry required

05 assisting and caring 1 required, 3 supplementary

still to learn secure sensitive customer's information required

optional, not held abide by business ethical code of conducts optional
optional, not held apply information security policies optional
optional, not held provide customer follow-up services optional

06 communication, collaboration and creativity 1 required, 3 supplementary

still to learn create solutions to problems required

optional, not held build rapport with people from different cultural backgrounds optional
optional, not held adapt to changing situations optional
optional, not held speak different languages optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre supervisor 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 9 skills that carry over

Skill Type

already held analyse staff capacity skill
already held call quality assurance management knowledge
already held call routing knowledge
already held call-centre technologies knowledge
already held maintain high quality of calls skill
already held measure call quality skill
already held present reports skill
already held train employees skill
already held analyse call performance trends skill

The 2 learning areas not shown above

Skill to pick up Tier

07 engineering, manufacturing and construction 1 required

still to learn characteristics of products required

08 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

11 supplementary skills, helpful but not required

Skill to pick up Tier

optional, not held abide by business ethical code of conducts optional
optional, not held apply information security policies optional
optional, not held build rapport with people from different cultural backgrounds optional
optional, not held tolerate stress optional
optional, not held adapt to changing situations optional
optional, not held manage staff optional
optional, not held provide customer follow-up services optional
optional, not held recruit employees optional
optional, not held speak different languages optional
optional, not held teamwork principles optional
optional, not held use customer relationship management software optional

31 held skills the call centre supervisor 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 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 information confidentiality knowledge
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 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 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 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

4 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 pick up Tier

still to learn characteristics of products required
still to learn characteristics of services required
still to learn employment law required
optional, not held teamwork principles optional

Index

Other moves recorded from call centre quality auditor

Full index of moves from call centre quality auditor

FAQ

Common questions about this move

Can a call centre quality auditor become a call centre supervisor?

Yes, and it is a substantial move. A call centre quality auditor already covers 33% of what a call centre supervisor is expected to do: 9 skills carry over, 8 of which the call centre supervisor role treats as required.

What skills does a call centre quality auditor need to become a call centre supervisor?

13 required skills are missing, plus 11 optional ones. They fall into 8 areas of the ESCO skill hierarchy, led by management skills. The single most important is characteristics of products.

How hard is the move from call centre quality auditor to call centre supervisor?

Its learning distance is 67 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.

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.