8 general skills or competencies (Job family competencies) for Contact Center Quality Manager
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
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Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
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Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
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Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
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Skill definition-The process of improving the job performance of an individual or group through structured and planned training sessions.
Level 1 Behaviors
(General Familiarity)
Explains the importance and benefits of the training and development process.
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Level 2 Behaviors
(Light Experience)
Prepares instructional materials and programs using proper training methods.
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Level 3 Behaviors
(Moderate Experience)
Designs engaging and media-rich instructional to support training and continued learning and development.
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Level 4 Behaviors
(Extensive Experience)
Oversees the training sessions for employee skill enhancement.
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Level 5 Behaviors
(Mastery)
Keeps abreast of new developments and innovations related to training and development.
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13 soft skills or competencies (core competencies) for Contact Center Quality Manager
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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Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Identifies appropriate actions in dealing with client issues.
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Level 2 Behaviors
(Light Experience)
Reviews client constructive feedback about issues and problems encountered.
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Level 3 Behaviors
(Moderate Experience)
Provides recommendations on complex client problems and novel initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates activities that sustain productive customer relationships.
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Level 5 Behaviors
(Mastery)
Establishes best practices to create, evaluate and enhance customer loyalty.
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Summary of Contact Center Quality Manager skills and competencies
There are 0 hard skills for Contact Center Quality Manager.
8 general skills for Contact Center Quality Manager, Customer Interaction, Training and Development, ISO Standards, etc.
13 soft skills for Contact Center Quality Manager, Business Process Improvement, Customer Focus, Service Excellence, etc.
While the list totals 21 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 Manager, he or she needs to be proficient in Business Process Improvement, be proficient in Customer Focus, and be proficient in Service Excellence.