call centre analyst

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

perform data analysis analyse call centre activities apply statistical analysis techniques have computer literacy carry out statistical forecasts inspect data provide objective assessments of calls complete evaluation forms of calls report call errors comply with legal regulations apply numeracy skills write work-related reports train staff on call quality assurance analyse call performance trends create solutions to problems run simulations gather data

Essential Knowledge

call routing call quality assurance management call-centre technologies

Optional Skills and Competences

use databases speak different languages apply information security policies ensure compliance with company regulations deliver visual presentation of data report accounts of the professional activity use spreadsheets software

Optional Knowledge

information confidentiality teamwork principles

Concept URI

Concept Uri

http://data.europa.eu/esco/occupation/30ca97f4-a4fd-4189-a781-ac08f6b09b78

Status

released

Occupations