Call centre quality auditor
Also known as: call centre quality analyst, call centre quality assurance auditor, call centre quality audit associate, contact centre quality auditor, call centre quality control auditor, call centre quality controller
About this occupation
Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Essential skills and knowledge
- maintain high quality of calls
- train staff on call quality assurance
- present reports
- give constructive feedback
- assess employees' capability levels
- information confidentiality
- telemarketing
- write inspection reports
- provide feedback on job performance
- provide objective assessments of calls
- guarantee customer satisfaction
- report call errors
Typical tasks and preparation
From the related US occupation profile Telemarketers (O*NET 41-9041.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Explain products or services and prices, and answer questions from customers.
- Record names, addresses, purchases, and reactions of prospects contacted.
- Maintain records of contacts, accounts, and orders.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Typical education (US)
- High School Diploma or the equivalent (such as a GED)
- Preparation
- Job Zone 2 of 5
- Interests
- Enterprising, Conventional, Social
Top skills: Speaking, Persuasion, Active Listening, Service Orientation, Reading Comprehension, Social Perceptiveness
US median pay: US$35,450 a year (2025), 58,430 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- English or Literature in EnglishO*NET: English LanguageVery important (3.8)
- Business Studies or EntrepreneurshipO*NET: Administration and ManagementImportant (3.1)
- Computer StudiesO*NET: Computers and ElectronicsImportant (3.1)
- Media StudiesO*NET: Communications and MediaImportant (3.1)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone 1-2: Very Little to Some Preparation Needed
- Most common education (US)
- High School Diploma or the equivalent (such as a GED)
- Education
- Usually requires a high school diploma or GED, though some occupations may not.
- Experience
- Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
- Training
- Ranges from a few days to one year of on-the-job training.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
- Customer Service Representatives
- Advertising Sales Agents
- Counter and Rental Clerks
- Receptionists and Information Clerks
- New Accounts Clerks
- Demonstrators and Product Promoters
- Retail Salespersons
- Order Clerks
- Telephone Operators
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.