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.
Qué significa cada nivel
La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.
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.
Habilidades relacionadas
Cercanas, no equivalentes. Sirven para reconocer experiencia transferible; no reemplazan un requisito.
- Quality calibrationla contiene
Fuente: PROCOMER FTZ employer benchmark