Qualification Description

This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.

Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.

 

Licensing/Regulatory Information

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

 

Mapping	Notes	Date
Supersedes and is equivalent to BSB50311 - Diploma of Customer Contact	Updated to meet Standards for Training Packages Title changed to reflect industry practice	25/Mar/2015

 

Package Rules

Total number of units = 10  

3 core units  plus

7 elective units,  of which:

 

• 2 units must be from Group A elective units below
• 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
• up to 2 units may be from a Certificate IV level qualification.

 

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.