• As per the recently launched QAI-NASSCOM Research Report on ‘Key Operational Excellence Challenges in Indian ITES-BPO Industry’ increasing Front-Line Management leadership competencies is rated as one of the most effective means to improve retention.
• In-depth training programs, consulting, and focus group studies undertaken by QAI have helped identify the key competencies required to meet the challenges faced at the Front-Line Management level.

QAI has earlier also introduced individual certifications like CSQA and CSTE, widely subscribed to by the software industry today in organizations that include TCS, Infosys, HCL, to name a few. These certifications have helped build quality at an individual level and have contributed in a large measure to the overall delivery excellence of the industry. The BPO certifications, taking a leaf out of the software story hope to accomplish the same ‘Operational Excellence’ in the BPO industry.

Components of the Certification Program:

The objective is to comprehensively address the development needs of the Team Leaders and Quality Analysts of the ITES – BPO industry.

ITES-BPO Organizational Chart

• Training: to facilitate learning and skill development at the Front-Line Management level
• Exam and continuous assessment: to evaluate against established benchmarks and standards for individual skills.

• Standard Body of Knowledge – establishes a common minimum standard for competencies required at Front-Line
• Designed and delivered by people who understand the ITES-BPO industry as well as the operational issues faced by Front-Line Management
• Based on the understanding of Industry requirements/expectations from Team Lead and Quality Analyst and will help facilitate –
  – Recruitment & appraisal
  – Retention & employee development
  - Employee satisfaction
• Evolved from a rich experience of over 600 audits and consulting assignments across the globe

For the Organization:

• Help address probably the biggest challenge towards sustaining growth which is setting up a robust Front-Line Management layer
• Increase performance on parameters that include quality, operational
  excellence and customer satisfaction
• Helps in weeding out inefficiencies in the system to minimize costs &
  increase ROI
• Ensures delivery excellence
• Assists organizations achieve operational and Business Excellence
  - HR - appraisals, employee development, recruitment
  - Operation – Building effective Front-Line Management
  - Quality – Enhanced Customer / End user Sat, reduced COPQ etc.

For Individual:

• Certification Program presented by the domain experts in ITES-BPO operation &quality (QAI)
• Third party assurance of quality and therefore increased employability in the long run
• Provides a defined career path
• Develops an in-depth understanding of industry expectations
• Helps evaluate deployment options and achieve high ROI
• Help in enhancing management competencies
• Gain recognition as quality analyst / team lead
• Belong to a community of like minded professionals

These three-day certification programs include training and continuous assessment on essential operational, people and quality competencies required for successful execution of Front-Line Management roles. These programs have created the first professional course as also a standard body of knowledge, which will also serve as a common minimum standard for competence required at middle- level. These certification programs have been conceptualized to ensure delivery excellence across the industry and provide a more attractive growth path to associate level staff.