Contact Center Quality Analyst

Fully proficient

Career Explorer · Customer Operations & Contact Centers · Contact Center Quality Assurance

IC2 · Professional / IntermediateIndividual contributorProfessional / Intermediate

Standard where business need supports the level

What the role involves

Autonomy: Works independently on defined work
Scope: Features, analyses, cases, campaigns, accounts or processes
Time horizon: Weeks to months
Expertise and judgement: Selects appropriate methods; solves routine-to-moderate problems
Expected impact: Owns complete deliverables and predictable outcomes

Expected skills (24)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (12)

Skill	Importance	Target	What that level looks like
Accountability Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Active listening Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Collaboration Collaboration & Leadership	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Critical thinking Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Customer empathy Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Learning agility Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Ownership Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Problem solving Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Verbal communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Written communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
De-escalation Operational Human Skills	Supporting	P2	Demonstrates De-escalation reliably in routine work and accepts feedback.
Service empathy Operational Human Skills	Supporting	P2	Demonstrates Service empathy reliably in routine work and accepts feedback.

Professional (11)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Omnichannel customer service Customer Operations & Contact Centers	Core	P2	Executes standard Omnichannel customer service activities accurately within established controls and escalates exceptions.
Case management Customer Operations & Contact Centers	Supporting	P2	Executes standard Case management activities accurately within established controls and escalates exceptions.
Contact center analytics Customer Operations & Contact Centers	Supporting	P2	Executes standard Contact center analytics activities accurately within established controls and escalates exceptions.
Corrective and Preventive Action (CAPA) Quality & Regulatory	Supporting	P2	Executes standard Corrective and Preventive Action (CAPA) activities accurately within established controls and escalates exceptions.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P2	Executes standard Customer Satisfaction (CSAT) activities accurately within established controls and escalates exceptions.
Customer escalation management Customer Operations & Contact Centers	Supporting	P2	Executes standard Customer escalation management activities accurately within established controls and escalates exceptions.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P2	Executes standard First Contact Resolution (FCR) activities accurately within established controls and escalates exceptions.
Good Manufacturing Practices (GMP) Quality & Regulatory	Supporting	P2	Executes standard Good Manufacturing Practices (GMP) activities accurately within established controls and escalates exceptions.
Quality Management Systems (QMS) Quality & Regulatory	Supporting	P2	Executes standard Quality Management Systems (QMS) activities accurately within established controls and escalates exceptions.
Ticket management Customer Operations & Contact Centers	Supporting	P2	Executes standard Ticket management activities accurately within established controls and escalates exceptions.

Technical (1)

Skill	Importance	Target	What that level looks like
Root cause analysis Quality Engineering & Statistics	Supporting	P2	Performs standard Root cause analysis work using approved procedures/tools with routine review.

Career ladder

Reached from

Associate Contact Center Quality AnalystIC1

Next steps

Senior Contact Center Quality AnalystIC3IC promotion
Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Possible when people-management capability and organizational need exist; no automatic IC-to-manager equivalence.

What changes to advance

Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Source: PROCOMER FTZ benchmark; employer career sites · JF0511-IC2