This qualification targets Individuals wishing to advance their career in the Business Process Outsourcing Industry. Persons who complete this NVQJ may explore several career options: Customer Engagement Supervisor, Customer Engagement Team Leader, Customer Engagement Trainer and Quality Analyst. The knowledge and skills components of this qualification, are geared towards demonstrating knowledge of how to handle accounts for clients, handle the business needs of clients/customers and manage work teams and members within a customer engagement environment. 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. This is a high customer driven industry, hence the need for the individuals to be able to satisfy the needs of clients by developing product and service knowledge, cross-selling/up selling products and services, managing and coordinating projects, ensuring that quality assurance procedures are  implemented and carried out and using various technologies to effectively perform tasks.

• Listing ID: 6031
• Field of Study: Business Administration
• Institution Category: Specialised Institutions
• Institution Type: Public
• Awarding Body: NCTVET
• Qualification Level: Level 3 - Certificate III/Diploma
• Education Sector: Technical and Vocational
• Qualification Code: BPO30223
• ISCED Code: 04 Business Administration and Law- 041 Business Administration- 0413 Management and Administration
• Qualification Developer: NCTVET
• Quality Assurance Body: NCTVET
• Number of Credits: 195