Business Process Outsourcing Certifications

The typical organization structure of a service provider across the world, either captive or third party provider, is a pyramidal one. The key gap faced by the service organizations is at the front-line management level - the most critical one being the low level of expertise in managing and sustaining an operation. Some recent studies have also revealed that low quality of front-line management may be one of the key causes of attrition.

We offer the following certifications in Business Process Outsourcing:

	Certified BPO Quality Analyst (CBQA)
	Certified BPO Team Leader (CBTL)

CBTLSM (Certified BPO Team Leader) and CBQASM (Certified BPO Quality Analyst) are the first certification programs in this area - which have been presented by NASSCOM's Executive Development Program and designed and delivered by QAI India, for front-line management. These programs aim at building people, operational and quality competencies among professionals.

These programs are the outcome of the research QAI has been engaged in for development of programs to improve Individual and organizational capabilities. Curriculum design is supported by inputs from industry practitioners and focus group discussions with the target group and their immediate supervisors, and the body of knowledge gets updated every year based on the industry feedback.

These certification programs include training (to facilitate learning and skill development at the front-line management level) and continuous assessment (to evaluate against established benchmarks and standards for individual skills) on essential operational, people and quality competencies required for successful execution of front-line management roles.

According to a survey, certified professionals have found the program to be useful in the following areas pertaining to their work profile: Managing absenteeism in their team,   Meeting SLAs consistently, Improving customer satisfaction, Improving relationship with my team members, managing conflicts at the workplace, improving their team performance, becoming a better manager, improving presentation and reporting skills, reducing AHT or improve productivity, learning best practices from other types of processes understanding the influence a supervisor/ manager has on attrition, better floor management.

The certification roadmap is based on a 3-day classroom training session (24-28 hours), Continuous Assessments, case studies and homework, and Competency Assessment examination: Multiple-choice and Subjective.