As a Call Centre Analyst, you will need to master following:

• complete evaluation forms of calls

More generally, a call centre analyst is also versed in:

• analyse call centre activities
• analyse call performance trends
• apply numeracy skills
• apply statistical analysis techniques
• call quality assurance management
• call routing
• call-centre technologies
• carry out statistical forecasts
• comply with legal regulations
• create solutions to problems
• gather data
• have computer literacy
• inspect data
• perform data analysis
• provide objective assessments of calls
• report call errors
• run simulations
• train staff on call quality assurance
• write work-related reports

It also helps to know the following:

• apply information security policies
• information confidentiality
• report accounts of the professional activity
• deliver visual presentation of data
• ensure compliance with company regulations
• speak different languages
• teamwork principles
• use databases
• use spreadsheets software