Standard screening call with HR and then a face to face with hiring manager and equivalent Team Leader. The face to face element was fairly intense - 1.5 hours with an hour of competency questions, around 15 in total, but if you have experience then you can supply good answers. However, some of the questions asked were very similar so you need to think on your feet so you do not repeat yourself. Then there was some role play which consisted of listening to a call, auditing and grading it and finally providing feedback, to see how you approach this.