Role
Call Center Quality Analyst
The hiring challenge
The quality analyst listens to and scores calls to uphold quality and compliance, flagging misleading sales or poor treatment. The hiring challenge is someone who only fills in rubrics without judgment, or whose feedback doesn't help the agent improve. The role needs attention to detail, judgment to read the nuances of an interaction, and communication so the feedback lands.
What to assess
Attention to detail while listening, judgment to assess the nuances of an interaction, and communication of constructive feedback.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for call center quality analyst
7 assessments · variable time. Suggested guide: adjust it to your process.
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a faster grasp of the role and better judgment of the nuances in a sales interaction
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Helps observe the reasoning used to analyze data and spot what doesn't add up.
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Helps observe the order and care taken when handling and safeguarding information in the role.
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Helps observe clarity when communicating and the quality of interaction with others.
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Helps observe signals of probity in a role with access to money or sensitive information.
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Helps observe customer orientation and the quality of service.
- 7 Excel
recording and analyzing quality reviews in spreadsheets
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.