Table 1Transition record

call centre quality auditortolive chat operator

A call centre quality auditor already meets 17% of what the live chat operator role asks for. The move turns on 14 required skills not yet in the profile.

From call centre quality auditor

17%

Overlap1

To live chat operator

6 Skills carried over

14 Required, not held

79.6 Difficulty2

Career overlap Distant match

17%

Learning distance A rebuild

79.6/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the live chat operator 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.

Why

Why this move works

A live chat operator role treats 3 of its required skills as things a call centre quality auditor already does. These are the ones it depends on most.

guarantee customer satisfaction
information confidentiality
persuade clients with alternatives

What stands in the way is 14 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 6 skills that carry over, these are the ones fewest other occupations ask for. A live chat operator 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 call-centre technologies information and communication technologies (icts)
already held persuade clients with alternatives communication, collaboration and creativity
already held information confidentiality information and communication technologies (icts)
already held communication principles generic programmes and qualifications
already held sales argumentation business, administration and law
already held guarantee customer satisfaction assisting and caring

All 6 carried skills, including the 3 the live chat operator role treats as required.

Table 3

Table 3 · What you would need to learn

The 29 missing skills fall into 9 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 communication, collaboration and creativity 5 required, 5 supplementary

required, not held discern written communication required
required, not held respond to inquiries in written form required
required, not held use internet chat required
required, not held adapt to changing situations required
required, not held create solutions to problems required

optional, not held carry out active selling optional
optional, not held utilise cross-selling optional
optional, not held handle helpdesk problems optional
optional, not held perform escalation procedure optional
optional, not held use communication techniques optional

02 information skills 4 required

required, not held handle tasks independently required
required, not held type at speed required
required, not held keep task records required
required, not held process data required

03 working with computers 2 required, 2 supplementary

required, not held work with e-services available to citizens required
required, not held have computer literacy required

optional, not held perform data analysis optional
optional, not held use customer relationship management software optional

04 management skills 1 required, 2 supplementary

required, not held perform multiple tasks at the same time required

optional, not held exercise patience optional
optional, not held prioritise requests optional

05 business, administration and law 1 required, 1 supplementary

required, not held characteristics of services required

optional, not held e-procurement optional

06 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

3 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a live chat operator 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 6 skills that carry over

Skill Type

already held guarantee customer satisfaction skill
already held information confidentiality knowledge
already held persuade clients with alternatives skill
already held call-centre technologies knowledge
already held communication principles knowledge
already held sales argumentation knowledge

The 3 learning areas not shown above

Skill to acquire Tier

07 assisting and caring 2 supplementary

optional, not held answer incoming calls optional
optional, not held provide customer follow-up services optional

08 information and communication technologies (icts) 2 supplementary

optional, not held e-commerce systems optional
optional, not held knowledge base optional

09 working with machinery and specialised equipment 1 supplementary

optional, not held use communication devices optional

15 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held carry out active selling optional
optional, not held e-commerce systems optional
optional, not held e-procurement optional
optional, not held utilise cross-selling optional
optional, not held answer incoming calls optional
optional, not held exercise patience optional
optional, not held handle helpdesk problems optional
optional, not held knowledge base optional
optional, not held perform data analysis optional
optional, not held perform escalation procedure optional
optional, not held prioritise requests optional
optional, not held provide customer follow-up services optional
optional, not held use communication devices optional
optional, not held use communication techniques optional
optional, not held use customer relationship management software optional

34 held skills the live chat operator 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 call performance trends 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 call quality assurance management knowledge
not needed by the target role call routing 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 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 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 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 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 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.

Skill to acquire Tier

required, not held characteristics of products required
required, not held characteristics of services required
optional, not held e-commerce systems optional
optional, not held e-procurement optional
optional, not held knowledge base 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.