Skills & Competencies for Contact Center Quality Assurance Auditor

Contact Center Quality Assurance Auditor job profile

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JOB SUMMARY for Contact Center Quality Assurance Auditor

Monitors and measures the quality of inbound and/or outbound customer service calls.

JOB RESPONSIBILITIES for Contact Center Quality Assurance Auditor

Prepares and presents audit reports for management to identify the issues and performance. Assists with feedback and training of individuals who have contact with customers.

Contact Center Quality Assurance Auditor SALARY RANGE

BASE 50%
$51,752
TOTAL 50%
$53,199
Job Level
P02
Job Code
SM15000465
Education/Degree
Bachelor's Degree
Reports To
Manager

Contact Center Quality Assurance Auditor 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 Assurance Auditor 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 Assurance Auditor

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)
Lists basic functions and features of statistical process control tools.
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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)
Utilizes statistical process control charts to make decisions affecting processing outcomes.
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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 -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 Assurance Auditor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Assurance Auditor
Proficiency Level - 4
5 Competency for - Contact Center Quality Assurance Auditor
Proficiency Level - 5

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

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)
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)
Describes the core principles of business process improvement.
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Level 2 Behaviors
(Light Experience)
Collects data from various channels to support analysis of business processes.
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Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions to business process improvement and assesses their feasibility.
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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)
Facilitates the implementation of business process improvement strategies.
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3 Contact Center Quality Assurance Auditor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Assurance Auditor
Proficiency Level - 4
5 Competency for - Contact Center Quality Assurance Auditor
Proficiency Level - 5

Summary of Contact Center Quality Assurance Auditor skills and competencies

There are 0 hard skills for Contact Center Quality Assurance Auditor.
9 general skills for Contact Center Quality Assurance Auditor, Statistical Process Control, Customer Interaction, Training and Development, etc.
9 soft skills for Contact Center Quality Assurance Auditor, 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 Assurance Auditor, 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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