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.

 

Job roles

Possible job roles relevant to this qualification include:

• contact centre manager
• customer contact segment manager
• quality assurance officer
• customer contact coach
• analyst
• scheduler
• complex enquiry customer contact manager.

 

Pathways Information

Supersedes and is equivalent to BSB50311 - Diploma of Customer Contact

 

Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB40312 - Certificate IV in Customer Contact or other relevant qualifications

vocational experience assisting in a range of support roles without a formal business qualification.

 

Pathways from the qualification

BSB61015 - Advanced Diploma of Leadership & Management or a range of other Advanced Diploma qualifications.

 

 

Course fee

eLearning $5,000.00

Correspondence $5,000.00