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

call centre quality auditortocall centre supervisor

A call centre quality auditor already meets 33% of what the call centre supervisor role asks for. The move turns on 13 required skills not yet in the profile.

From call centre quality auditor
33%
Overlap1
To call centre supervisor
9 Skills carried over
13 Required, not held
67 Difficulty2
Career overlap Distant match

33%

Learning distance Substantial retraining

67/ 100

1 Share of the call centre supervisor 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 supervisor 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 quality assurance management
  • call routing
  • call-centre technologies
  • maintain high quality of calls
  • measure call quality

What stands in the way is 13 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 9 skills that carry over, these are the ones fewest other occupations ask for. A call centre supervisor 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 maintain high quality of calls information skills
  • already held measure call quality information skills
  • already held call routing information and communication technologies (icts)
  • already held call-centre technologies information and communication technologies (icts)
  • already held call quality assurance management business, administration and law
  • already held analyse call performance trends information skills

All 9 carried skills, including the 8 the call centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 24 missing skills fall into 8 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 4 required, 3 supplementary
  • required, not held manage ICT project required
  • required, not held forecast workload required
  • required, not held manage business knowledge required
  • required, not held perform project management required
  • optional, not held tolerate stress optional
  • optional, not held manage staff optional
  • optional, not held recruit employees optional
02 working with computers 2 required, 1 supplementary
  • required, not held have computer literacy required
  • required, not held perform data analysis required
  • optional, not held use customer relationship management software optional
03 business, administration and law 2 required
  • required, not held characteristics of services required
  • required, not held employment law required
04 information skills 2 required
  • required, not held interpret automatic call distribution data required
  • required, not held supervise data entry required
05 assisting and caring 1 required, 3 supplementary
  • required, not held secure sensitive customer's information required
  • optional, not held abide by business ethical code of conducts optional
  • optional, not held apply information security policies optional
  • optional, not held provide customer follow-up services optional
06 communication, collaboration and creativity 1 required, 3 supplementary
  • required, not held create solutions to problems required
  • optional, not held build rapport with people from different cultural backgrounds optional
  • optional, not held adapt to changing situations optional
  • optional, not held speak different languages optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre supervisor 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 9 skills that carry over
Skill Type
  • already held analyse staff capacity skill
  • already held call quality assurance management knowledge
  • already held call routing knowledge
  • already held call-centre technologies knowledge
  • already held maintain high quality of calls skill
  • already held measure call quality skill
  • already held present reports skill
  • already held train employees skill
  • already held analyse call performance trends skill
The 2 learning areas not shown above
Skill to acquire Tier
07 engineering, manufacturing and construction 1 required
  • required, not held characteristics of products required
08 generic programmes and qualifications 1 supplementary
  • optional, not held teamwork principles optional
11 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held abide by business ethical code of conducts optional
  • optional, not held apply information security policies optional
  • optional, not held build rapport with people from different cultural backgrounds optional
  • optional, not held tolerate stress optional
  • optional, not held adapt to changing situations optional
  • optional, not held manage staff optional
  • optional, not held provide customer follow-up services optional
  • optional, not held recruit employees optional
  • optional, not held speak different languages optional
  • optional, not held teamwork principles optional
  • optional, not held use customer relationship management software optional
31 held skills the call centre supervisor role does not ask for
Skill Type
  • not needed by the target role accounting techniques knowledge
  • 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 communication principles knowledge
  • not needed by the target role customer service 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 information confidentiality knowledge
  • not needed by the target role measure customer feedback skill
  • not needed by the target role persuade clients with alternatives 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 activities knowledge
  • not needed by the target role sales argumentation knowledge
  • not needed by the target role sales strategies 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 telemarketing knowledge
  • 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
4 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 characteristics of products required
  • required, not held characteristics of services required
  • required, not held employment law required
  • optional, not held teamwork principles 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.