SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Monitor and maintain quality within Contact Centres 
SAQA US ID UNIT STANDARD TITLE
13882  Monitor and maintain quality within Contact Centres 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 6  Level TBA: Pre-2009 was L6  12 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Diploma in Contact Centre Management at NQF Level 5. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of supervision within the Contact Centre industry.

The qualifying learner is capable of:
  • Applying a "quantitative and qualitative" understanding to performance requirements.
  • Determining monitoring and maintenance criteria.
  • Implementing Quality Assurance monitoring and maintenance procedures. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 4 or equivalent.
  • Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • Quantitative refers specifically to the performance and quality targets specific to each Contact Centre.
  • Qualitative requirements are those criteria that deal with specific performance related behaviours and outcomes.
  • This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Apply a "quantitative and qualitative" understanding to performance requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant quantitative requirements regarding performance are identified and applied. 

    ASSESSMENT CRITERION 2 
    2. Relevant qualitative requirements regarding performance are identified and applied. 

    ASSESSMENT CRITERION 3 
    3. Requirements are documented and communicated according to company specific procedures. 

    SPECIFIC OUTCOME 2 
    Determine monitoring and maintenance criteria 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Criteria are selected based on company specific quality standards requirements. 

    ASSESSMENT CRITERION 2 
    2. Criteria selected are consistent with business requirements. 

    ASSESSMENT CRITERION 3 
    3. Criteria selected are valid and measurable. 

    ASSESSMENT CRITERION 4 
    4. Criteria is validated against benchmarks. 

    SPECIFIC OUTCOME 3 
    Implement quality assurance monitoring and maintenance procedures 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Procedures are consistent with company specific standard operating procedures. 

    ASSESSMENT CRITERION 2 
    2. Monitoring and maintenance procedures are regularly reviewed. 

    ASSESSMENT CRITERION 3 
    3. Appropriate corrective action is taken in line with company requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • An in-depth understanding of Call Centre assessment methodologies, business and industry standards and knowledge of quality assurance processes.
  • A basic understanding of report writing.
  • A general understanding of analytical processes.
  • A general understanding of systems knowledge.
  • A general understanding of workflow processing systems.
  • A general understanding of monitoring and maintaining performance standards. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems with regard to the maintenance and consistency in application of Quality Assurance processes. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a Contact Centre team. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate performance related information against predetermined criteria. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively during the implementation of quality assurance procedures. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when monitoring quality in a Contact Centre. 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21792   National Diploma: Contact Centre Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.