Contact center quality assurance
Ability to apply Contact center quality assurance practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Contact center quality assurance.
P2
Executes standard Contact center quality assurance activities accurately within established controls and escalates exceptions.
P3
Owns complex Contact center quality assurance cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Contact center quality assurance, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Contact center quality assurance and develops other experts.
Related skills
Close, not equivalent. They help recognize transferable experience; they do not replace a requirement.
- Quality calibrationcontains it
Source: PROCOMER FTZ employer benchmark