Call Centre Quality Auditor
Call Centre Quality Auditor
- Job popularity
Job 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..
Top 4 specific things you need to know
As a Call Centre Quality Auditor, you will need to master following:
Top 13 general things you need to know
More generally, a call centre quality auditor is also versed in:
- analyse call performance trends
- assess employees' capability levels
- call quality assurance management
- give constructive feedback
- measure customer feedback
- present reports
- provide feedback on job performance
- provide objective assessments of calls
- quality standards
- report call errors
- telemarketing
- train staff on call quality assurance
- write inspection reports
Other things it helps to know to be an excellent call centre quality auditor
It also helps to know the following:
- customer service
- project management
- sales activities
- sales argumentation
- sales strategies
- accounting techniques
- advise on efficiency improvements
- advise on organisational culture
- analyse staff capacity
- business management principles
- call routing
- call-centre technologies
- communication principles
- design questionnaires
- estimate profitability
- persuade clients with alternatives
- revise questionnaires
- statistics
- support implementation of quality management systems
- teach communication methods
- train employees
- type texts from audio sources
Top employers for this job
Call Centre Quality Auditor (0-2 Yrs Exp.)
-
Prereqs Technology Pvt.Ltd
-
California
-
$250 - $800 / month
Full Time
Urgent
Private
- Keywords :
- Ui designer,
- developer
