Skills & Competencies for Contact Center Quality Assurance Auditor

Contact Center Quality Assurance Auditor job profile

Book a Demo and Receive a Sample Job Profile

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
BOOK A DEMO

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)
Collects metric data points by applying statistical methods to process control activities.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assembles statistical process control tools for process improvement activities.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes statistical process control to determine what data to collect to control processes.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Determines statistical process control methods to meet a customer requirement.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds the statistical process control technologies to streamline product quality and process.
See 4 More Skill Behaviors
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)
Cites common platforms used in facilitating customer interaction and engagement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
See 4 More Skill Behaviors
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)
Cites examples of methods used to collect and compile information.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of advanced tools and methods to simplify the information-gathering process.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in preparing flow charts to visualize each step in the new workflow.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Consults in the identification and resolution of process issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Defines the best ways to align our new processes with the desired outcomes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs various tools to be used for the business process improvement efforts.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.