call centre quality auditor

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.

The most in-demand skills for this role include telemarketing, quality standards, information confidentiality, call quality assurance management, guarantee customer satisfaction, provide objective assessments of calls. These are the skills O*NET identifies as most important for competent performance.

Our AI-durability model gives call centre quality auditor a score of 0.57 on a 0-1 scale (higher = more exposure). That places it at moderate AI exposure — some tasks are being automated but the role adapts. Learning to work with AI tools rather than against them is the path forward.