Skills & Competencies for Contact Center Quality Analyst

Contact Center Quality Analyst job profile

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JOB SUMMARY for Contact Center Quality Analyst

Monitors and evaluates inbound and outbound interaction quality.

JOB RESPONSIBILITIES for Contact Center Quality Analyst

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.

Contact Center Quality Analyst SALARY RANGE

BASE 50%
$51,016
TOTAL 50%
$52,665
Job Level
P02
Job Code
SM15000343
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Quality Analyst 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 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

1 Job Family Competencies – Statistical Process Control
Proficiency Level -2
Skill definition-Monitoring and analyzing process conditions to accurately determine process performance and prescribe preventive actions.
Level 1 Behaviors
(General Familiarity)
Gathers and reports data gathered from statistical process control.
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Level 2 Behaviors
(Light Experience)
Supports the creation of statistical process control charts.
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Level 3 Behaviors
(Moderate Experience)
Uses statistical process control data to monitor activities and correct trends.
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Level 4 Behaviors
(Extensive Experience)
Reviews statistical process control charts to develop corrective action effectiveness.
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Level 5 Behaviors
(Mastery)
Keeps performing complex statistical process control to measure and improve process performance.
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2 Job Family Competencies – Customer Interaction
Proficiency Level -1
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Explains the elements of good customer interaction delivery.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs by conducting customer interactions.
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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)
Optimizes customer interactions to gain repeat transactions and referrals from the customer base.
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Level 5 Behaviors
(Mastery)
Fosters relationships and trust through customer interactions to solicit customer service feedback.
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3 Contact Center Quality Analyst - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Analyst
Proficiency Level - 4
5 Competency for - Contact Center Quality Analyst
Proficiency Level - 5

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

1 Core Competencies – Gathering Information
Proficiency Level -2
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Lists the principles and procedures of gathering information.
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Level 2 Behaviors
(Light Experience)
Determines the source of information to verify its reliability.
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Level 3 Behaviors
(Moderate Experience)
Uses survey results to identify areas that need improvement within our business.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement of our business's records retention program.
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Level 5 Behaviors
(Mastery)
Establishes procedures for gathering information to anticipate future customer or business needs.
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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)
Lists the key benefits and effects of business process improvement.
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Level 2 Behaviors
(Light Experience)
Identifies the constraints causing bottlenecks in our production.
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Level 3 Behaviors
(Moderate Experience)
Pinpoints extraneous steps and sub-steps within the process that don't seem to serve a purpose.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the success or failure of the changes implemented.
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Level 5 Behaviors
(Mastery)
Promotes the automation of processes to minimize the number of manual steps and errors.
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3 Contact Center Quality Analyst - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Analyst
Proficiency Level - 4
5 Competency for - Contact Center Quality Analyst
Proficiency Level - 5

Summary of Contact Center Quality Analyst skills and competencies

There are 0 hard skills for Contact Center Quality Analyst.
9 general skills for Contact Center Quality Analyst, Statistical Process Control, Customer Interaction, Training and Development, etc.
9 soft skills for Contact Center Quality Analyst, 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, he or she needs to be proficient in Gathering Information, be proficient in Business Process Improvement, and be proficient in Customer Focus.

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