Skills & Competencies for Contact Center Quality Analyst, Sr.

Contact Center Quality Analyst, Sr. job profile

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JOB SUMMARY for Contact Center Quality Analyst, Sr.

Monitors and evaluates inbound and outbound interaction quality.

JOB RESPONSIBILITIES for Contact Center Quality Analyst, Sr.

Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. May suggest and identify process improvements.

Contact Center Quality Analyst, Sr. SALARY RANGE

BASE 50%
$60,096
TOTAL 50%
$62,222
Job Level
P03
Job Code
SM15000344
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Quality Analyst, Sr. Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Quality Analyst, Sr. skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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9 general skills or competencies (Job family competencies) for Contact Center Quality Analyst, Sr.

1 Job Family Competencies – Statistical Process Control
Proficiency Level -3
Skill definition-Monitoring and analyzing process conditions to accurately determine process performance and prescribe preventive actions.
Level 1 Behaviors
(General Familiarity)
Lists basic functions and features of statistical process control tools.
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Level 2 Behaviors
(Light Experience)
Tracks and reports key performance measures of statistical process controls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes statistical process control charts to make decisions affecting processing outcomes.
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Level 4 Behaviors
(Extensive Experience)
Trains employees in using statistical process control software to ensure manufacturing.
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Level 5 Behaviors
(Mastery)
Monitors performance through statistical process control methods to improve real-time processes.
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2 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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3 Contact Center Quality Analyst, Sr. - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Analyst, Sr.
Proficiency Level - 4
5 Competency for - Contact Center Quality Analyst, Sr.
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Contact Center Quality Analyst, Sr.

1 Core Competencies – Gathering Information
Proficiency Level -3
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Names commonly used tools and techniques for data collection.
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Level 2 Behaviors
(Light Experience)
Obtains needed information by asking skillful and persistent questions.
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Level 3 Behaviors
(Moderate Experience)
Utilizes various tools and technologies to validate information acquired from different sources.
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Level 4 Behaviors
(Extensive Experience)
Synthesizes information from various sources to enable strategic decision-making by our leadership.
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Level 5 Behaviors
(Mastery)
Takes steps to ensure that the intellectual property rights of others are not violated.
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2 Core Competencies – Business Process Improvement
Proficiency Level -2
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Names various methods used to practice business process improvement.
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Level 2 Behaviors
(Light Experience)
Suggests changes to the existing processes and structure in our business.
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Level 3 Behaviors
(Moderate Experience)
Recommends the business process management system that meets our business needs.
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Level 4 Behaviors
(Extensive Experience)
Resolves underlying issues that bring about the business process bottlenecks.
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Level 5 Behaviors
(Mastery)
Restructures ways to align business processes with organizational goals.
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3 Contact Center Quality Analyst, Sr. - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Analyst, Sr.
Proficiency Level - 4
5 Competency for - Contact Center Quality Analyst, Sr.
Proficiency Level - 5

Summary of Contact Center Quality Analyst, Sr. skills and competencies

There are 0 hard skills for Contact Center Quality Analyst, Sr..
9 general skills for Contact Center Quality Analyst, Sr., Statistical Process Control, Customer Interaction, Training and Development, etc.
9 soft skills for Contact Center Quality Analyst, Sr., Gathering Information, Business Process Improvement, Customer Focus, etc.
While the list totals 18 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Quality Analyst, Sr., he or she needs to be skilled in Gathering Information, be proficient in Business Process Improvement, and be proficient in Customer Focus.

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