Table 1Transition record

call centre analysttocall centre quality auditor

A call centre analyst already meets 26% of what the call centre quality auditor role asks for. The move turns on 12 required skills not yet in the profile.

From call centre analyst

26%

Overlap1

To call centre quality auditor

8 Skills carried over

12 Required, not held

72.9 Difficulty2

Career overlap Distant match

26%

Learning distance Substantial retraining

72.9/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the call centre quality auditor role’s weighted skill requirement already met by the call centre analyst profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Why

Why this move works

A call centre quality auditor role treats 6 of its required skills as things a call centre analyst already does. These are the ones it depends on most.

analyse call performance trends
call quality assurance management
information confidentiality
provide objective assessments of calls
report call errors
train staff on call quality assurance

What stands in the way is 12 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

Table 2 · What you already bring

Of the 8 skills that carry over, these are the ones fewest other occupations ask for. A call centre quality auditor role needs them, and most people applying for one will not have them already. This is the part of a call centre analyst background worth leading with.

Skill the target role also needs Area

already held provide objective assessments of calls management skills
already held report call errors information skills
already held train staff on call quality assurance communication, collaboration and creativity
already held call routing information and communication technologies (icts)
already held call-centre technologies information and communication technologies (icts)
already held analyse call performance trends information skills

All 8 carried skills, including the 6 the call centre quality auditor role treats as required.

Table 3

Table 3 · What you would need to learn

The 32 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 5 required, 7 supplementary

required, not held provide feedback to performers required
required, not held give constructive feedback required
required, not held present reports required
required, not held provide feedback on job performance required
required, not held write inspection reports required

optional, not held advise on efficiency improvements optional
optional, not held advise on organisational culture optional
optional, not held persuade clients with alternatives optional
optional, not held support implementation of quality management systems optional
optional, not held teach communication methods optional
optional, not held train employees optional
optional, not held type texts from audio sources optional

02 information skills 3 required, 3 supplementary

required, not held maintain high quality of calls required
required, not held measure call quality required
required, not held measure customer feedback required

optional, not held design questionnaires optional
optional, not held estimate profitability optional
optional, not held revise questionnaires optional

03 business, administration and law 2 required, 7 supplementary

required, not held quality standards required
required, not held telemarketing required

optional, not held customer service optional
optional, not held project management optional
optional, not held sales activities optional
optional, not held sales argumentation optional
optional, not held sales strategies optional
optional, not held accounting techniques optional
optional, not held business management principles optional

04 management skills 1 required, 1 supplementary

required, not held assess employees' capability levels required

optional, not held analyse staff capacity optional

05 assisting and caring 1 required

required, not held guarantee customer satisfaction required

06 generic programmes and qualifications 1 supplementary

optional, not held communication principles optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre quality auditor role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 8 skills that carry over

Skill Type

already held analyse call performance trends skill
already held call quality assurance management knowledge
already held information confidentiality knowledge
already held provide objective assessments of calls skill
already held report call errors skill
already held train staff on call quality assurance skill
already held call routing knowledge
already held call-centre technologies knowledge

The 1 learning area not shown above

Skill to acquire Tier

07 natural sciences, mathematics and statistics 1 supplementary

optional, not held statistics optional

20 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held customer service optional
optional, not held project management optional
optional, not held sales activities optional
optional, not held sales argumentation optional
optional, not held sales strategies optional
optional, not held accounting techniques optional
optional, not held advise on efficiency improvements optional
optional, not held advise on organisational culture optional
optional, not held analyse staff capacity optional
optional, not held business management principles optional
optional, not held communication principles optional
optional, not held design questionnaires optional
optional, not held estimate profitability optional
optional, not held persuade clients with alternatives optional
optional, not held revise questionnaires optional
optional, not held statistics optional
optional, not held support implementation of quality management systems optional
optional, not held teach communication methods optional
optional, not held train employees optional
optional, not held type texts from audio sources optional

21 held skills the call centre quality auditor role does not ask for

Skill Type

not needed by the target role analyse call centre activities skill
not needed by the target role apply information security policies skill
not needed by the target role apply numeracy skills skill
not needed by the target role apply statistical analysis techniques skill
not needed by the target role carry out statistical forecasts skill
not needed by the target role complete evaluation forms of calls skill
not needed by the target role comply with legal regulations skill
not needed by the target role create solutions to problems skill
not needed by the target role deliver visual presentation of data skill
not needed by the target role ensure compliance with company regulations skill
not needed by the target role gather data skill
not needed by the target role have computer literacy skill
not needed by the target role inspect data skill
not needed by the target role perform data analysis skill
not needed by the target role report accounts of the professional activity skill
not needed by the target role run simulations skill
not needed by the target role speak different languages skill
not needed by the target role teamwork principles knowledge
not needed by the target role use databases skill
not needed by the target role use spreadsheets software skill
not needed by the target role write work-related reports skill

11 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held quality standards required
required, not held telemarketing required
optional, not held customer service optional
optional, not held project management optional
optional, not held sales activities optional
optional, not held sales argumentation optional
optional, not held sales strategies optional
optional, not held accounting techniques optional
optional, not held business management principles optional
optional, not held communication principles optional
optional, not held statistics optional

Index

Other moves recorded from call centre analyst

Full index of moves from call centre analyst

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.