# Competences — call centre quality auditor

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/580c98d4-fb97-4597-864c-54140f058f1b).

## Essential

- **analyse call performance trends** (skill/competence)
- **assess employees' capability levels** (skill/competence)
- **call quality assurance management** (knowledge)
- **give constructive feedback** (skill/competence)
- **guarantee customer satisfaction** (skill/competence)
- **information confidentiality** (knowledge)
- **maintain high quality of calls** (skill/competence)
- **measure call quality** (skill/competence)
- **measure customer feedback** (skill/competence)
- **present reports** (skill/competence)
- **provide feedback on job performance** (skill/competence)
- **provide feedback to performers** (skill/competence)
- **provide objective assessments of calls** (skill/competence)
- **quality standards** (knowledge)
- **report call errors** (skill/competence)
- **telemarketing** (knowledge)
- **train staff on call quality assurance** (skill/competence)
- **write inspection reports** (skill/competence)

## Optional

- accounting techniques (knowledge)
- advise on efficiency improvements (skill/competence)
- advise on organisational culture (skill/competence)
- analyse staff capacity (skill/competence)
- business management principles (knowledge)
- call routing (knowledge)
- call-centre technologies (knowledge)
- communication principles (knowledge)
- customer service (knowledge)
- design questionnaires (skill/competence)
- estimate profitability (skill/competence)
- persuade clients with alternatives (skill/competence)
- project management (knowledge)
- revise questionnaires (skill/competence)
- sales activities (knowledge)
- sales argumentation (knowledge)
- sales strategies (knowledge)
- statistics (knowledge)
- support implementation of quality management systems (skill/competence)
- teach communication methods (skill/competence)
- train employees (skill/competence)
- type texts from audio sources (skill/competence)