af05383bb1
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
50 lines
2.0 KiB
Markdown
50 lines
2.0 KiB
Markdown
# Competences — call centre quality auditor
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/580c98d4-fb97-4597-864c-54140f058f1b).
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## Essential
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- **analyse call performance trends** (skill/competence)
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- **assess employees' capability levels** (skill/competence)
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- **call quality assurance management** (knowledge)
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- **give constructive feedback** (skill/competence)
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- **guarantee customer satisfaction** (skill/competence)
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- **information confidentiality** (knowledge)
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- **maintain high quality of calls** (skill/competence)
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- **measure call quality** (skill/competence)
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- **measure customer feedback** (skill/competence)
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- **present reports** (skill/competence)
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- **provide feedback on job performance** (skill/competence)
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- **provide feedback to performers** (skill/competence)
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- **provide objective assessments of calls** (skill/competence)
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- **quality standards** (knowledge)
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- **report call errors** (skill/competence)
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- **telemarketing** (knowledge)
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- **train staff on call quality assurance** (skill/competence)
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- **write inspection reports** (skill/competence)
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## Optional
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- accounting techniques (knowledge)
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- advise on efficiency improvements (skill/competence)
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- advise on organisational culture (skill/competence)
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- analyse staff capacity (skill/competence)
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- business management principles (knowledge)
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- call routing (knowledge)
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- call-centre technologies (knowledge)
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- communication principles (knowledge)
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- customer service (knowledge)
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- design questionnaires (skill/competence)
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- estimate profitability (skill/competence)
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- persuade clients with alternatives (skill/competence)
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- project management (knowledge)
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- revise questionnaires (skill/competence)
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- sales activities (knowledge)
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- sales argumentation (knowledge)
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- sales strategies (knowledge)
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- statistics (knowledge)
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- support implementation of quality management systems (skill/competence)
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- teach communication methods (skill/competence)
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- train employees (skill/competence)
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- type texts from audio sources (skill/competence)
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