Cataleg D ocupacions capçalera

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Catalogue of occupations

Ocupacions

Call centre quality auditor

Latest available data: December 2024 (includes accumulated data from the past 12 months)

Other denominations:
Call center quality auditor Call centre quality analyst Call centre quality assurance auditor Call centre quality audit associate Call centre quality control auditor Call centre quality controller Contact centre quality auditor Customer service centre analyst

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.

Tasks

Tasks include -
(a) Coordinating, assigning and reviewing the work of clerks engaged in the following duties: word processing, record keeping and filing, operating telephones and switchboards; data entry, desktop publishing and other activities involving general office and administrative skills;
(b) Establishing work schedules and procedures and co-coordinating activities with other work units or departments;
(c) Resolving work-related problems and preparing and submitting progress and other reports;
(d) Training and instructing employees in job duties, safety procedures and company policies, or arranging for training to be provided;
(e) Evaluating employees’ job performance and conformity with regulations, and recommending appropriate personnel action;
(f) Assisting in recruitment, interviewing and selection of employees.

Knowledge

  • Database and network design and administration
  • Wholesale and retail sales
  • Management and administration
  • Marketing and advertising
  • Work skills

Digital competencies

  • Analysing business operations
  • Conducting academic or market research
  • Giving feedback
  • Training on operational procedures
  • Technical or academic writing

Digital competencies

  • Analysing and evaluating information and data

Personal competencies

  • Working efficiently
  • Supporting others
  • Communicating
  • Processing information, ideas and concepts
  • Leading others

Professional groups of the occupation

Technicians and associate professionals

Business and administration associate professionals

Administrative and specialized secretaries

Office supervisors

Other occupations of the professional group

Do you want to know the demand for this occupation in the market?

Contracts and job seekers in the last year in Barcelonès

Office supervisors

106

Number of contracts in Barcelonès

70,20%

Percentage of contracts in Catalonia

55,88% Interannual variation of contracts in Barcelonès

33,96%

Permanent contracts over total contracts in Barcelonès

13,21%

Part-time contracts

2,00% Turnover index

7

Average of job seekers in Barcelonès

12%

Interannual variation of job seekers in Barcelonès

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

The market for this profile is hiring

Contracts in u00e8 over the past year by sex and age

Contracts by gender in Barcelonès.

Business and administration associate professionals

61%

39%

Men
Women

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

Contracts by age groups.

Business and administration associate professionals

Data source: Observatori del Treball i Model Productiu, Government of Catalonia

What vacancies are published in the professional family?

Vacancies published by professional family and type of contract in Barcelonès over the past year

Administrative and specialized secretaries

Occupation Vacancies Permanent contracts

Data source: Data generated from the analysis of Lightcast data and the Observatory of Work and Productive Model of the Government of Catalonia.

What experience is required for the vacancies? Which sectors are looking for this occupation?

Office supervisors

No experience
7%
Less than 1 year
40%
Between 1 and 2 years
10%
Between 2 and 4 years
26%
Between 4 and 8 years
4%
More than 8 years
13%
Administrative and support service activities
32%
Professional, scientific and techinical activities
16%
Information and communication
10%
Manufacturing
9%
Other service activities
7%
Others
26%

Data source: Own elaboration based on the data of vacancies extracted by Lightcast.

The vacancies published are for working in:

Job vacancies posted by county

Data source: Own elaboration based on the data of vacancies extracted by Lightcast.