call quality assurance management
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Competences and skills
29 ESCO relationsEssential knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
3 competencescall routing
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
call-centre technologies
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
digital
Essential skills and competences 17 competences
Occupation specific
1 competencecomplete evaluation forms of calls
Make up evaluation forms of calls; cover subjects such as client services, risk management, legal compliance, etc.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
16 competencesanalyse call centre activities
Research data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.
analyse call performance trends
Analyse call quality and performance trends. Provide recommendations for future improvement.
apply numeracy skills
Practise reasoning and apply simple or complex numerical concepts and calculations.
apply statistical analysis techniques
Use models (descriptive or inferential statistics) and techniques (data mining or machine learning) for statistical analysis and ICT tools to analyse data, uncover correlations and forecast trends.
digital
carry out statistical forecasts
Undertake a systematic statistical examination of data representing past observed behaviour of the system to be forecast, including observations of useful predictors outside the system.
comply with legal regulations
Ensure you are properly informed of the legal regulations that govern a specific activity and adhere to its rules, policies and laws.
create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
gather data
Extract exportable data from multiple sources.
digital
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
inspect data
Analyse, transform and model data in order to discover useful information and to support decision-making.
digital
perform data analysis
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
digital
provide objective assessments of calls
Ensure objective assessment of calls with customers. See that all company procedures are adhered to.
report call errors
Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
run simulations
Run simulations and audits to assess operability of newly implemented setups; detect errors for improvement.
train staff on call quality assurance
Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
write work-related reports
Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.
Optional knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceinformation confidentiality
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.
digital
Cross-sector
1 competenceteamwork principles
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Optional skills and competences 7 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesapply information security policies
Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.
report accounts of the professional activity
Recount events and facts which happened in professional contexts.
Cross-sector
5 competencesdeliver visual presentation of data
Create visual representations of data such as charts or diagrams for easier understanding.
digital
ensure compliance with company regulations
Guarantee that employees' activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research
use databases
Use software tools for managing and organising data in a structured environment which consists of attributes, tables and relationships in order to query and modify the stored data.
digital
use spreadsheets software
Use software tools to create and edit tabular data to carry out mathematical calculations, organise data and information, create diagrams based on data and to retrieve them.
digital