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

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

Essential Knowledge

call quality assurance management call routing call-centre technologies

Optional Skills and Competences

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

Optional Knowledge

information confidentiality teamwork principles

Concept URI

Concept Uri

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

Status

released

Occupations