Quality Assurance Competency Profile



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Ability to spot opportunities
Analytics
Budgeting
Change agility
Change leadership
Client collections (telephonic)
Client interaction, handling and education (telephonic)
Client retention
Client sales, selling skills (telephonic)
Client service (telephonic)
Communication skills
Conflict resolution
Decision making
Diversity management
Emotional intelligence
ETDP principles and practice
Facilitation
Facilitation of meetings
Finance for non-finance managers
Fraud management
General administration skills
General workforce management
HR for line
Industry specialisation (dependent on product/service and BPO)
Industry specific knowledge (i.e. banking, insurance)
Instructional design
Interpersonal skills
Knowledge of people
Language proficiency: English
Language proficiency: Other
Leadership
Negotiation
Numeracy
Performance coaching
Performance management
Presentation
Probing/Questioning
Problem solving
Products and services
Providing constructive feedback
Quality Assurance (QA)
Recruitment and selection
Report compilation
Risk management
Scheduling
Self-management and internal focus
Specific operations (policies, processes and procedures)
Specific regulatory parameters (Industry-related)
Staff management - broader management
Talent management and retention
Team management
Time management and organisation
Use of Microsoft Office Suite
Use of specific operational IT systems
Workforce management