Table 1Transition record

call centre quality auditortocontact centre supervisor

A call centre quality auditor already meets 22% of what the contact centre supervisor role asks for. The move turns on 13 required skills not yet in the profile.

From call centre quality auditor

22%

Overlap1

To contact centre supervisor

7 Skills carried over

13 Required, not held

73.2 Difficulty2

Career overlap Distant match

22%

Learning distance Substantial retraining

73.2/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the contact 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 contact centre supervisor role treats 4 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
present reports
train employees

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 7 skills that carry over, these are the ones fewest other occupations ask for. A contact 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 measure call quality information skills
already held call quality assurance management business, administration and law
already held analyse staff capacity management skills
already held measure customer feedback information skills
already held customer service business, administration and law
already held present reports communication, collaboration and creativity

All 7 carried skills, including the 4 the contact centre supervisor role treats as required.

Table 3

Table 3 · What you would need to learn

The 26 missing skills fall into 9 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 6 required, 5 supplementary

required, not held fix meetings required
required, not held forecast workload required
required, not held manage staff required
required, not held motivate employees required
required, not held perform project management required
required, not held supervise work required

optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held manage resources optional
optional, not held monitor customer service optional
optional, not held recruit employees optional

02 communication, collaboration and creativity 2 required, 4 supplementary

required, not held create solutions to problems required
required, not held liaise with managers required

optional, not held contact customers optional
optional, not held handle customer complaints optional
optional, not held handle helpdesk problems optional
optional, not held respond to customers' inquiries optional

03 business, administration and law 2 required

required, not held characteristics of services required
required, not held customer relationship management required

04 assisting and caring 1 required

required, not held follow company standards required

05 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

06 working with computers 1 required

required, not held perform data analysis required

3 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a contact 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 7 skills that carry over

Skill Type

already held analyse staff capacity skill
already held call quality assurance management knowledge
already held present reports skill
already held train employees skill
already held customer service knowledge
already held measure call quality skill
already held measure customer feedback skill

The 3 learning areas not shown above

Skill to acquire Tier

07 information skills 2 supplementary

optional, not held analyse customer service surveys optional
optional, not held keep records of customer interaction optional

08 generic programmes and qualifications 1 supplementary

optional, not held teamwork principles optional

09 information and communication technologies (icts) 1 supplementary

optional, not held e-commerce systems optional

13 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held contact customers optional
optional, not held e-commerce systems optional
optional, not held analyse customer service surveys optional
optional, not held coordinate operational activities optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held handle customer complaints optional
optional, not held handle helpdesk problems optional
optional, not held keep records of customer interaction optional
optional, not held manage resources optional
optional, not held monitor customer service optional
optional, not held recruit employees optional
optional, not held respond to customers' inquiries optional
optional, not held teamwork principles optional

33 held skills the contact 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 analyse call performance trends 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 call routing knowledge
not needed by the target role call-centre technologies knowledge
not needed by the target role communication 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 information confidentiality knowledge
not needed by the target role maintain high quality of calls 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

5 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 customer relationship management required
optional, not held e-commerce systems optional
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.