Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

call centre quality auditortocall centre manager

A call centre quality auditor already meets 30% of what the call centre manager role asks for. The move turns on 20 required skills not yet in the profile.

From call centre quality auditor
30%
Overlap1
To call centre manager
16 Skills carried over
20 Required, not held
74.7 Difficulty2
Career overlap Distant match

30%

Learning distance Substantial retraining

74.7/ 100

1 Share of the call centre manager role’s weighted skill requirement already met by the call centre quality auditor 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 manager role treats 8 of its required skills as things a call centre quality auditor already does. These are the ones it depends on most.

  • analyse staff capacity
  • call-centre technologies
  • communication principles
  • customer service
  • information confidentiality
  • measure customer feedback

What stands in the way is 20 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 16 skills that carry over, these are the ones fewest other occupations ask for. A call centre manager role needs them, and most people applying for one will not have them already. This is the part of a call centre quality auditor background worth leading with.

Skill the target role also needs Area
  • already held telemarketing business, administration and law
  • 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
  • already held call quality assurance management business, administration and law
  • already held persuade clients with alternatives communication, collaboration and creativity

All 16 carried skills, including the 8 the call centre manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 36 missing skills fall into 6 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 management skills 9 required, 4 supplementary
  • required, not held manage ICT project required
  • required, not held manage key performance indicators of call centres required
  • required, not held supervise the management of an establishment required
  • required, not held coordinate operational activities required
  • required, not held create a work atmosphere of continuous improvement required
  • required, not held evaluate performance of organisational collaborators required
  • required, not held manage staff required
  • required, not held strive for company growth required
  • required, not held supervise work required
  • optional, not held develop online sales business plan optional
  • optional, not held monitor customer service optional
  • optional, not held plan health and safety procedures optional
  • optional, not held recruit employees optional
02 communication, collaboration and creativity 4 required, 5 supplementary
  • required, not held identify customer's needs required
  • required, not held create solutions to problems required
  • required, not held liaise with managers required
  • required, not held report on overall management of a business required
  • optional, not held deliver a sales pitch optional
  • optional, not held teach customer service techniques optional
  • optional, not held establish communication with foreign cultures optional
  • optional, not held manage contracts optional
  • optional, not held teach marketing principles optional
03 business, administration and law 3 required, 3 supplementary
  • required, not held corporate social responsibility required
  • required, not held product comprehension required
  • required, not held customer relationship management required
  • optional, not held business analysis optional
  • optional, not held social media marketing techniques optional
  • optional, not held subsidiary operations optional
04 information skills 3 required, 3 supplementary
  • required, not held analyse call centre activities required
  • required, not held assess the feasibility of implementing developments required
  • required, not held interpret automatic call distribution data required
  • optional, not held analyse customer service surveys optional
  • optional, not held perform market research optional
  • optional, not held perform risk analysis optional
05 assisting and caring 1 required
  • required, not held follow company standards required
06 information and communication technologies (icts) 1 supplementary
  • optional, not held e-commerce systems optional
Table 4

Table 4 · Where to start

The 3 entries a call centre manager 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 16 skills that carry over
Skill Type
  • already held analyse staff capacity skill
  • already held call-centre technologies knowledge
  • already held communication principles knowledge
  • already held customer service knowledge
  • already held information confidentiality knowledge
  • already held measure customer feedback skill
  • already held present reports skill
  • already held telemarketing knowledge
  • already held accounting techniques knowledge
  • already held analyse call performance trends skill
  • already held call quality assurance management knowledge
  • already held call routing knowledge
  • already held persuade clients with alternatives skill
  • already held sales activities knowledge
  • already held sales strategies knowledge
  • already held train employees skill
16 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held deliver a sales pitch optional
  • optional, not held e-commerce systems optional
  • optional, not held teach customer service techniques optional
  • optional, not held analyse customer service surveys optional
  • optional, not held business analysis optional
  • optional, not held develop online sales business plan optional
  • optional, not held establish communication with foreign cultures optional
  • optional, not held manage contracts optional
  • optional, not held monitor customer service optional
  • optional, not held perform market research optional
  • optional, not held perform risk analysis optional
  • optional, not held plan health and safety procedures optional
  • optional, not held recruit employees optional
  • optional, not held social media marketing techniques optional
  • optional, not held subsidiary operations optional
  • optional, not held teach marketing principles optional
24 held skills the call centre manager role does not ask for
Skill Type
  • not needed by the target role advise on efficiency improvements skill
  • not needed by the target role advise on organisational culture skill
  • not needed by the target role assess employees' capability levels skill
  • not needed by the target role business management principles knowledge
  • not needed by the target role design questionnaires skill
  • not needed by the target role estimate profitability skill
  • not needed by the target role give constructive feedback skill
  • not needed by the target role guarantee customer satisfaction skill
  • not needed by the target role maintain high quality of calls skill
  • not needed by the target role measure call quality skill
  • not needed by the target role project management knowledge
  • not needed by the target role provide feedback on job performance skill
  • not needed by the target role provide feedback to performers skill
  • not needed by the target role provide objective assessments of calls skill
  • not needed by the target role quality standards knowledge
  • not needed by the target role report call errors skill
  • not needed by the target role revise questionnaires skill
  • not needed by the target role sales argumentation knowledge
  • not needed by the target role statistics knowledge
  • not needed by the target role support implementation of quality management systems skill
  • not needed by the target role teach communication methods skill
  • not needed by the target role train staff on call quality assurance skill
  • not needed by the target role type texts from audio sources skill
  • not needed by the target role write inspection reports skill
7 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 corporate social responsibility required
  • required, not held product comprehension required
  • required, not held customer relationship management required
  • optional, not held e-commerce systems optional
  • optional, not held business analysis optional
  • optional, not held social media marketing techniques optional
  • optional, not held subsidiary operations optional
Index

Other moves recorded from call centre quality auditor

Full index of moves from call centre quality auditor

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.