QCTO Subject Matter Expert (SME) – Contact Centre Management NQF 5 Qualification

SUMMARY:
We are seeking a suitably qualified and experienced Subject Matter Expert (SME) to support the development, review, implementation and quality assurance of the QCTO Contact Centre Management NQF 5 Occupational Qualification.
 
The successful candidate will contribute specialist industry knowledge to ensure that qualification content, assessment requirements and workplace relevance align with occupational standards and industry expectations.

POSITION INFO:
QUALIFICATIONS & EXPERIENCE Relevant qualification at NQF Level 5 or higher in one of the following disciplines: Contact Centre Operations Business Management Operations Management Customer Relationship Management Customer Service Facilitator \/ ETDP Certificate SME Approval Letter Must be a registered constituent Assessor and\/or Moderator with Services SETA. Minimum 2 - 5 years' relevant industry experience within sales or commercial environments. Demonstrated experience in one or more of the following: Contact Centre Operations Business Management Operations Management Customer Relationship Management Customer Service Advanced knowledge of modern contact centre management information systems, performance metrics, SLAs and omnichannel technology Experience in qualification development, curriculum design, assessment design or occupational learning programmes will be advantageous. Exposure to QCTO, SETA, curriculum development or quality assurance environments will be beneficial. COMPETENCIES & SKILLS Applicants should demonstrate: Sound understanding of QCTO occupational qualification frameworks. Knowledge of occupational curriculum and assessment methodologies. Strong analytical and report-writing skills. Excellent stakeholder engagement and facilitation ability. Ability to translate workplace requirements into learning outcomes. Strong planning, communication and organisational skills. DUTIES & RESPONSIBILITIES Providing subject matter expertise in the field of sales and customer engagement. Participating in the development and review of occupational curricula and qualification content. Assisting with the design and validation of: Knowledge Modules Practical Skills Modules Work Experience Modules Supporting the development and review of assessment specifications and related documentation. Contributing to workplace learning and occupational alignment initiatives. Participating in stakeholder consultations, workshops and validation sessions. Reviewing learning materials and assessment instruments for industry relevance. Providing technical input into External Integrated Summative Assessment requirements. Ensuring alignment with QCTO and applicable quality assurance requirements.

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