Description
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.
EssentialOptional
Theoretical Knowledge
Practical Skills
measure customer feedbackgive constructive feedbackwrite inspection reportstrain staff on call quality assuranceassess employees' capability levelsmeasure call qualityanalyse call performance trendspresent reportsprovide feedback to performersprovide feedback on job performanceguarantee customer satisfactionprovide objective assessments of callsmaintain high quality of callsreport call errorstrain employeespersuade clients with alternativessupport implementation of quality management systemsadvise on efficiency improvementsadvise on organisational culturerevise questionnairesdesign questionnairesteach communication methodsestimate profitabilitytype texts from audio sourcesanalyse staff capacity