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Quality Analyst - Call Centre

  • 11-05-2019 5:24am
    #1
    beya2009
    Registered Users, Registered Users 2 Posts: 682 ✭✭✭


    Hi all, an internal vacancy popped up in my workplace for a Quality Analyst which I applied for and I got an email inviting me for an assessment centre that will cover aptitude type tests I believe which are:


    (01) Call Listening Assessment
    (02) Analysis & Quality Sheets
    (03) Comprehension Assessment
    (04) Group Work


    I believe it will be like a round table type environment where you will be pitted against other candidates, especially for the group work assessment. HR advised assessment centre will take between 1-1.5 hours. I remember doing an assessment centre for my current role within the company so I wonder if this will be similar but just more geared to Call Quality although there was no group work for the one I did to get my current role.


    I know if successful at the assessment centre you will be short listed for 2nd part of application stage which is an interview. Anyone with experience doing something like this ideally in the context of call quality give any advice?



    I would imagine call listening assessment is simply just auditing a call and maybe analysis and quality sheets is giving feedback on the call. I believe a comprehension assessment to be reading text and choose correct multi-choice question or something? Group work could be anything. Any help would be much appreciated:)


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