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.
Possible job roles relevant to this qualification include:
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.