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Overview
Call centre quality auditors review live or recorded calls to check how operators follow scripts, protocols, service standards and quality parameters.
In job descriptions, look for call scoring, call quality assurance, customer feedback, confidentiality, trend analysis, written reports, coaching feedback and staff training.
Explore this occupation
Open in Job ExplorerWhat the work can involve
The work is built around call recordings, live monitoring, scoring forms and service protocols. Auditors compare what operators say with agreed quality parameters and turn findings into feedback.
Skills and specializations
Useful skills include call quality assurance, objective call assessment, customer feedback measurement, confidentiality and reporting. Strong roles connect trend analysis with coaching that improves scripts, tone and resolution.
Salary context
Pay is shaped by audit volume, complexity of campaigns, reporting responsibility and whether the role also trains staff or supports quality management systems. Handling sensitive calls or disputed scores can add responsibility.
Career paths
Career movement may lead toward quality lead roles, team supervision, training, customer service operations, process improvement or analytics work using call trends and customer feedback data.
Good to know
Check whether vacancies mention recorded or live calls, scorecards, calibration meetings, report format and coaching duties. Clear adverts distinguish audit work from ordinary call handling or sales supervision.
Editorial note
This guide is editorial career context, not official labour-market statistics or role-specific pay data.
Map overview
Click the map to search for call centre quality auditor jobs.
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O*NET relationships
See occupations connected to this ESCO occupation in the official O*NET–ESCO mapping. The relationship type comes from the source and is not a ranking or recommendation.
O*NET relationships: 1
Quality Control Analysts
19-4099.01
O*NET occupation is broader
The O*NET occupation covers a broader field of work than this ESCO occupation.
Open in O*NETSource and method
These relationships come from the official European Commission O*NET–ESCO crosswalk.
Relationship direction: O*NET occupation to ESCO occupation.
Several O*NET occupations can point to the same ESCO occupation, and one O*NET occupation can point to several ESCO occupations.
AltoTrail preserves the source relationship type. The order is technical and does not show which occupation is best, most relevant or recommended.
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Alternative labels
Occupation group
Office supervisors (3341)
Source facts
| ESCO URI | http://data.europa.eu/esco/occupation/580c98d4-fb97-4597-864c-54140f058f1b |
|---|---|
| ESCO code | 3341.2 |
| ISCO group | 3341 |
| Concept type | Occupation |