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Call centre quality auditor

Also called call centre quality analyst, call center quality auditor, contact 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.

Will there be jobs?Average prospects25 jobs to fill by 2035 for every 100 people doing this work today.Business and administration associate professionalsWhat does it pay?About averageFrom about €1,600 (Bulgaria) to €6,300 (Denmark) a month, depending on the country.Estimate · Business and administration associate professionalsWhat do I need to study?Usually post-secondary or a short degree5 in 10 have a degree. 4 in 10 train through vocational routes.Business and administration associate professionalsWill AI change it?ModeratelyLevel 4 of 6. AI could take on part of some tasks, but none fully.Office supervisors · ILO

What you'd do

Office supervisors · ILO
  • Coordinating, assigning and reviewing the work of clerks engaged in the following duties: word processing, record keeping and filing, operating telephones and switchboards; data entry, desktop publishing and other activities involving general office and administrative skills
  • Establishing work schedules and procedures and co-coordinating activities with other work units or departments
  • Resolving work-related problems and preparing and submitting progress and other reports
  • Training and instructing employees in job duties, safety procedures and company policies, or arranging for training to be provided
  • Evaluating employees‚Äô job performance and conformity with regulations, and recommending appropriate personnel action
  • Assisting in recruitment, interviewing and selection of employees
Measure call qualityAnalyse call performance trendsMaintain high quality of callsProvide objective assessments of callsReport call errors+ 9 more essential skills
What the work is like
  • Indoors
  • A mix of sitting and standing
  • Lots of contact with people
  • Good freedom to decide
  • Often more than 40 hours a week
  • Deadlines most weeks
  • Some repetitive tasks
US data: based on the O*NET profile of the related, broader US job "Quality Control Analysts"

Will there be jobs?

Average prospects

A typical number of jobs will need filling by 2035.

People working as business and administration associate professionals in the EU
13.29m14.1m14.28m 201520232035

Solid: measured. Dashed: forecast.

Jobs to fill, 2026–2035
55,000 new jobs 3,460,000 replacing leavers
Jobs to fill per 100 people working now
Business and administration associate professionals25
All jobs29
Right now
2 of 27 countries report a shortage of office supervisors, 9 a surplus.
Office supervisors · EURES

What does it pay?

About average

Pay depends a lot on the country: from about €1,600 a month (Bulgaria) to €6,300 (Denmark), before tax.

Pick a country at the top of the page to see typical pay there, for people under 30, and compared with all jobs.

Among technicians and associate professionals in the EU, women earn 16% less per hour than men. Technicians and associate professionals · Eurostat

What do I need to study?

Usually post-secondary or a short degree

Post-secondary training or a short degree in database and network design and administration is the usual route.

Highest qualification of business and administration associate professionals (EU, 2025)
Degree 51%Vocational 31%General secondary 13%Basic schooling 6%
Fields that teach it
Database and network design and administration · Work skills
Vocational route, EU
4 in 10 trainees in this field
ICT graduates in a matching job
77% in the EU

887 institutions in the EU offer ICT bachelor's degrees. Pick a country at the top of the page to see where to study and the official course finders.

Will AI change it?

Moderately

AI could take on part of some tasks, but none fully.

How exposed is this job? ILO scale
Very low
Low
Some tasks
Moderate
Significant
High

Average task score 0.43 on a scale from 0 (AI can't do it) to 1 (AI could do it fully).

See the score for each of the 6 tasks
Coordinating, assigning and reviewing the work of clerks engaged in the following duties: word processing, record keeping and filing, operating telephones and switchboards; data entry, desktop publishing and other activities involving general office and administrative skills0.64
Resolving work-related problems and preparing and submitting progress and other reports0.47
Assisting in recruitment, interviewing and selection of employees0.41
Establishing work schedules and procedures and co-coordinating activities with other work units or departments0.39
Training and instructing employees in job duties, safety procedures and company policies, or arranging for training to be provided0.34
Evaluating employees’ job performance and conformity with regulations, and recommending appropriate personnel action0.34

Based on what AI could technically do when assessed in 2025. It is not a forecast for a future year, and not a forecast of job losses. Scores for office supervisors. Source: ILO (2025), adapted (credits).