This qualification is tailored for individuals aiming to excel in the Customer Engagement Operations within the Business Process Outsourcing (BPO) industry. Ideal candidates are those eager to enhance their skills and knowledge in managing customer interactions, resolving inquiries, and ensuring customer satisfaction within a Customer Engagement environment. Participants will develop a comprehensive understanding of customer service principles, communication techniques, problemsolving strategies, and industry-specific tools and technologies. It is recommended that candidates enter the program with a good understanding of customer service concepts.

Upon completion, individuals will be equipped to pursue roles such as Customer Engagement Operation Manager, Workforce Analyst Manager, Training manager and Quality Manager, within BPO industry. They will possess the expertise to optimize customer engagement processes, foster positive customer relationships, and drive operational efficiency. Persons who access this programme at this level will also be trained to deliver and monitor service to customers, action reports of faults reported by customers, provide sales solution to customers, process complex accounts for clients, and conduct telemarketing campaigns.

Having completed this NVQ-J Level 4 Qualification, candidates will be awarded a diploma, which is regionally and internationally accepted. It provides a basis for matriculation and is an alternate route to higher education.

• Listing ID: 6032
• Field of Study: Business Administration
• Institution Category: Specialised Institutions
• Institution Type: Public
• Awarding Body: NCTVET
• Qualification Level: Level 4 - Associate Degree/Advanced Diploma
• Education Sector: Technical and Vocational
• Qualification Code: BPO40124
• ISCED Code: 04 Business Administration and Law- 041 Business Administration- 0413 Management and Administration
• Qualification Developer: NCTVET
• Quality Assurance Body: NCTVET
• Entry Requirements: It is recommended that candidates enter
  the program with a good understanding of customer service concepts.
• Number of Credits: 130