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%
$50,897
TOTAL 50%
$52,540
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)
Describes the principles and techniques used in statistical process control.
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Level 2 Behaviors
(Light Experience)
Assists in designing and implementing the procedure for statistical process control.
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Level 3 Behaviors
(Moderate Experience)
Completes inspections of statistical process controls to maintain process consistency.
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Level 4 Behaviors
(Extensive Experience)
Directs statistical process control programs to drive process feasibility and improvement.
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Level 5 Behaviors
(Mastery)
Champions the development of statistical process control programs to maintain process stability.
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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)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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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)
Cites examples of methods used to collect and compile information.
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Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
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Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
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Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
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Level 5 Behaviors
(Mastery)
Creates confidentiality agreements to ensure accurate submission of information from employees.
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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)
Cites basic business process improvement techniques and processes.
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Level 2 Behaviors
(Light Experience)
Assists in preparing flow charts to visualize each step in the new workflow.
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Level 3 Behaviors
(Moderate Experience)
Consults in the identification and resolution of process issues.
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Level 4 Behaviors
(Extensive Experience)
Deploys cost-effective and time-efficient solutions to business process issues.
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Level 5 Behaviors
(Mastery)
Designs various tools to be used for the business process improvement efforts.
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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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