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Certified BPO Quality Analyst (CBQA)

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Course Overview
This certification program includes 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) based on a proven body of knowledge required for successful execution of front-line management roles.

Target Audience
• Team Leaders, Quality Analysts

Course Outline
• Quality Overview and Role of a Quality Analyst
• Quality Monitoring
• Quantitative Methods
• Project Selection
• Improvement Tools
• Project and Change Management
• Quality Systems
• Auditing

What You Will Learn
The program covers the entire spectrum of ITES-BPO space, from voice to back-office processing, from Indian captives to MNC Third Party providers.

The modules provide ROI(Return on Investment) for sponsors in terms of measurable performance outcomes and career advancement for participants though competence development and certification.

Course Duration: 3 Day Course