| PRICE:
1. What is the fee for the certification
program?
The fee for the complete program is Rs. 15,000/- each for
CBQASM, CBTLSM – 1 and
CBTLSM-2. This is inclusive of the training, examination as
well as the certification.
( This is exclusive of the 12.24% 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 program 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?
CBQASM: Executive
/ Associate, Team leaders and Laterals aspiring to be quality
analysts
CBTLSM-1: Team leaders wanting skill up gradation
Executives / associates aspiring / selected for becoming team
leaders
People aspiring to move into the industry
CBTLSM-2: People who have completed CBTLSM-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 are the different objectives of doing
CBQASM and CBTLSM?
a. CBQASM-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. CBTLSM-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. CBTLSM-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
CERTIFICATION:
1. Do I get a certificate after completion? Who certifies
me?
The 3rd day concludes with a final exam. Participants achieving
a minimum score will be awarded a Certificate of Competency
in CBQASM/CBTLSM-1/CBTLSM-2 as applicable. Exam scores will be communicated
by email.
The certificate will be
issued by QAI since NASSCOM, as an industry body is not authorized
to issue certificates. However, the certificate will mention
that the program is presented by NASSCOM, designed and delivered
by QAI. Certification will also depend on continuous assessment
during training
2. What are the
pre- requisites for certification?
The prerequisites
are as follows:
- The participant should
attend the entire duration of the training program
- The participant should achieve the minimum score in the
examination and assessment during training
3. Can you tell
us more about the examination?
The 3rd
day concludes with a final exam. The duration of the examination
will be two hours. Participants achieving a minimum score
will be awarded a Certificate of Competency in CBQASM/CBTLSM-1/CBTLSM-2
as applicable. Exam scores will be communicated by email.
4. What if I fail
/ do not clear the exam? Is there a retest? Any additional
charge?
Participants
will be allowed a retest at a date / venue that will be announced.
There will be no additional charge for the first retest (includes
a viva voce). However, you will have to bear an additional
charge of Rs. 2500 /- for the second retest. If you fail to
clear in these 3 attempts, you will have to reappear for the
certification program. |
