1. What is the fee for the certification
program?
The fee for the complete program is Rs. 15,000/- each
for CBQA, CBTL – 1 and
CBTL-2. This is inclusive of the training, examination
as well as the certification.
( This is exclusive of the 10.2% service tax applicable
)
2. What are the payment details/
By when is the payment to be made?
The entire fee needs to be paid in advance atleast 5
days before the start of the through a Cheque or Demand
Draft in favor of ‘QAI India Limited’, payable
at Delhi. However in special cases (to be prediscussed
with QAI), participants can carry the payment on first
day of the workshop in which case payment by cash is
also permissible.
Note : Payment through
credit card will not be accepted.
3. Is the program residential?
What does the fees cover?
The certification program is non residential. The fee
covers the following:
a. 3 days of course tution and exam
b. Courseware and participants kit
c. Lunch and refreshments
4. Are there any other volume
or early bird discounts?
There are no discounts at all.
CRITERIA:
1. What are the basic/ minimum
criteria to attend?
Please refer to the Roadmap and Criteria section
2. Is prior Quality/operations
knowledge necessary?
Prior knowledge in operations
/ quality will be an added benefit. However, it is not
mandatory.
3. I am not from a call center.
How is this program useful?
The program is focused
on the ITeS Industry. This includes Customer Contact
Centers (inbound and outbound), BPOs, Transactional
Services, Back office operations of various industries
like banking, telecom, healthcare, insurance, hospitality,
etc.
While the ‘entry behavior’
might be different, the ‘exit behavior’
of the participants after attending the workshop will
be the same. There are two ways that the ITES-BPO industry
acquires its middle level managers:
By promoting the agents
to team leader and supervisor levels. While these employees
would be familiar with the ITeS environment and processes,
they would need to acquire general management skill
such as people management and understanding of business
issues as well as their application on the floor.
Besides this, the ITeS sector could
also recruit its middle management laterally from other
industries, in which case these managers
would have most of the required general management skills.
However, they would be strangers to the ITeS environment,
and would need extensive grooming on managing ITeS operations.
4. What profile/level of experience
is required?
CBQA:
Executive / Associate, Team leaders and Laterals aspiring
to be quality analysts
CBTL-1: Team leaders wanting skill
up gradation
Executives / associates aspiring / selected for becoming
team leaders
People aspiring to move into the industry
CBTL-2: People who have completed CBTL-1
PROGRAM:
1. What is the structure of
the program?
The program comprises
a 3-day workshop including training and certification
exam on the last day.
2. How is the training delivered?
Is it lecture based or case study driven or both? Are
there any live / current examples from the industry
covered in the program?
The training program
includes:
- Presentations for knowledge
dissemination
- Discussions for knowledge sharing
- Case studies for exposure to real-life issues
- Individual and group exercises for application practice
- Games for simulated learning combined with fun
- Expert session
3. What is the difference of objectives between
a CBQA and CBTL?
a. CBQA-Objectives:
- Understanding the importance
of Quality, role of Quality Function and the Standards
and Certifications available.
- Understanding how to design and deploy Quality Monitoring
- Leading and managing Analytics and Process Improvement
- Imbibe best practices
- Increasing readiness to apply learning 'on the job'
immediately
b. CBTL-1 – Objectives:
- Understanding principles
of managing Operations, People, and Quality
- Learning how to manage using metrics
- Acquiring skills to manage the floor on a day-to-day
basis
- Understanding the relationships between planning,
people, processes and
performance
- Increase readiness to apply learning 'on the job'
immediately
c. CBTL-2 - Objectives
- Understand principles
of managing Business and using Technology
- Acquire advanced skills for Operations, People and
Quality management
- Get prepared for a larger managerial role
- Increase readiness to apply learning 'on the job'
immediately
4. What would be the format
/ nature of the examination (type of question, duration,
number of question, etc)?
Certification will be
based on both a written exam as well assessment during
the training. 70% weight will be for the final exam
5. Is the exam based on the
training imparted or on the industry / best practices?
The examination is based
on training imparted during the three days of Certification
program
6. Do I need to do projects?
When and how many?
No, there are no projects
7. What time does the training
start?
Training starts at 9:00 am and will continue till 6:30
pm
8. Will we also cover Voice and accent aspect?
No. The training will not be covering the Voice and
accent aspect
