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skillfactor-pipeline/skills/call-centre-quality-auditor/references/skills.md
skillfactor-pipeline af05383bb1 chore: v1 baseline - full 3,039-package catalog with AI-skill enrichment and O*NET backfill 
Snapshot before the quality program (relevance gates, tiered mapping,
QA linter). v1 is the immutable before/after reference; evidence crawl
was at ~175/3039 occupations when tagged.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01PDKeXvpT6tENSvyQGLV1Uq
2026-07-09 05:32:49 +02:00

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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)