Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
No competences in this bucket.
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
The national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.
Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
No competences in this bucket.
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Establish high quality standards and instructions for calls.
Calculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.
Highlight positive points of a performance, as well as areas requiring improvement. Encourage discussion and propose avenues of exploration. Ensure performers are committed to following up on feedback.
Analyse call quality and performance trends. Provide recommendations for future improvement.
Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.
Provide founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evaluate work.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Provide feedback to employees on their professional and social behaviour in the work environment; discuss results of their work.
Ensure objective assessment of calls with customers. See that all company procedures are adhered to.
Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
Write the results and conclusions of the inspection in a clear and intelligible way. Log the inspection's processes such as contact, outcome, and steps taken.
No competences in this bucket.
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
The discipline of project management, the activities which comprise this area and the variables implied in it, such as time, resources, requirements, deadlines, and responding to unexpected events.
The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
Principles governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
The study of statistical theory, methods and practices such as collection, organisation, analysis, interpretation and presentation of data. It deals with all aspects of data including the planning of data collection in terms of the design of surveys and experiments in order to forecast and plan work-related activities.
No competences in this bucket.
No competences in this bucket.
Analyse information and details of processes and products in order to advise on possible efficiency improvements that could be implemented and would signify a better use of resources.
Advise organisations on their internal culture and work environment as experienced by employees, and the factors which may influence the behaviour of employees.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
Study the objectives of the research and imprint those aims into the design and development of questionnaires.
Take various factors into account to calculate the cost and potential revenues or savings gained from a product in order to evaluate the profit that could be generated by the new acquisition or by a new project.
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
Read, analyse, and provide feedback on the accuracy and adequacy of questionnaires and their assessment fashion taking into account its purpose.
Advocate the introduction of new business processes to help achieve quality standards, such as the improvement of the organisational structure or the development of new procedures in case of quality defects.
Select augmentative or alternative communication methods for patients, such as automated devices and sign language, and instruct patients how to use them. Teach patients with little or no capability for speech how to make sounds, improve their voices, or increase their language skills, enabling them to communicate more effectively.
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Listen, understand, and type content from audio sources into written format. Keep the overall idea and understanding of the message together with relevant details. Type and listen to audios simultaneously.