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skillfactor-pipeline/skills/call-centre-analyst/references/skills.md
skillfactor-pipeline a2f17bdc12 feat(knowledge): 1,500 curated Q&A insights live in 9 packages, lint-clean 
Compile complete (10 professions x 150 attributed entries). The lint gate
correctly blocked the v1-grade carrier packages (truncation defect);
regen_skillmd.py brings them to reference SKILL.md quality (full
competences, clean intro, market sections preserved) - all 9 published
through the gate. Global stackx provenance: 1,350 items, measured.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01PDKeXvpT6tENSvyQGLV1Uq
2026-07-10 03:39:52 +02:00

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Competences — call centre analyst

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/30ca97f4-a4fd-4189-a781-ac08f6b09b78).

Essential

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

Optional

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

Market evidence (job-ad analysis, 18 ads, as of 2026-07-09)

Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.

Hard skills

  • data analysis — 78 %
  • customer segmentation — 22 %
  • data integration — 17 %
  • statistical modeling — 17 %

Responsibilities

  • report creation — 22 %
  • data collection — 17 %