Call centre quality auditor to contact centre supervisor
A call centre quality auditor already meets 22% of what the contact centre supervisor role asks for. The move turns on 13 required skills not yet in the profile.
73.2/ 100
1 How much of what a contact 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 contact centre supervisor role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A contact centre supervisor role treats 4 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
- present reports
- train employees
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 7 skills that carry over, these are the ones fewest other occupations ask for. A contact 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.
- already held measure call quality information skills
- already held call quality assurance management business, administration and law
- already held analyse staff capacity management skills
- already held measure customer feedback information skills
- already held customer service business, administration and law
- already held present reports communication, collaboration and creativity
All 7 carried skills, including the 4 the contact centre supervisor role treats as required.
Table 3 · What you may need to learn
The 26 missing skills fall into 9 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 fix meetings required
- still to learn forecast workload required
- still to learn manage staff required
- still to learn motivate employees required
- still to learn perform project management required
- still to learn supervise work required
- optional, not held coordinate operational activities optional
- optional, not held create a work atmosphere of continuous improvement optional
- optional, not held manage resources optional
- optional, not held monitor customer service optional
- optional, not held recruit employees optional
- still to learn create solutions to problems required
- still to learn liaise with managers required
- optional, not held contact customers optional
- optional, not held handle customer complaints optional
- optional, not held handle helpdesk problems optional
- optional, not held respond to customers' inquiries optional
- still to learn characteristics of services required
- still to learn customer relationship management required
- still to learn follow company standards required
- still to learn characteristics of products required
- still to learn perform data analysis required
3 further areas in the appendix
Table 4 · Where to start
The 3 entries a contact centre supervisor role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 characteristics of products study this
- 02 characteristics of services study this
- 03 create solutions to problems 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 7 skills that carry over
- already held analyse staff capacity skill
- already held call quality assurance management knowledge
- already held present reports skill
- already held train employees skill
- already held customer service knowledge
- already held measure call quality skill
- already held measure customer feedback skill
The 3 learning areas not shown above
- optional, not held analyse customer service surveys optional
- optional, not held keep records of customer interaction optional
- optional, not held teamwork principles optional
- optional, not held e-commerce systems optional
13 supplementary skills, helpful but not required
- optional, not held contact customers optional
- optional, not held e-commerce systems optional
- optional, not held analyse customer service surveys optional
- optional, not held coordinate operational activities optional
- optional, not held create a work atmosphere of continuous improvement optional
- optional, not held handle customer complaints optional
- optional, not held handle helpdesk problems optional
- optional, not held keep records of customer interaction optional
- optional, not held manage resources optional
- optional, not held monitor customer service optional
- optional, not held recruit employees optional
- optional, not held respond to customers' inquiries optional
- optional, not held teamwork principles optional
33 held skills the contact centre supervisor 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 call performance trends 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 call routing knowledge
- not needed by the target role call-centre technologies knowledge
- not needed by the target role communication 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 information confidentiality knowledge
- not needed by the target role maintain high quality of calls 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
5 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 characteristics of products required
- still to learn characteristics of services required
- still to learn customer relationship management required
- optional, not held e-commerce systems optional
- optional, not held teamwork principles optional
Common questions about this move
Can a call centre quality auditor become a contact centre supervisor?
Yes, and it is a substantial move. A call centre quality auditor already covers 22% of what a contact centre supervisor is expected to do: 7 skills carry over, 4 of which the contact centre supervisor role treats as required.
What skills does a call centre quality auditor need to become a contact centre supervisor?
13 required skills are missing, plus 13 optional ones. They fall into 9 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 contact centre supervisor?
Its learning distance is 73.2 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.