1. Program Objectives

• Understand principles of managing Quality across processes, people and outputs in a BPO outfit
• Exposure to state-of-the art Quality Metrics and standards
• Acquire skills of handling quality related issues and challenges on the Floor
• Exposure to state-of-the art continuous quality improvement methods and techniques
• Understand techniques of managing Quality through Technology
• How to establish and develop Quality Consciousness across the organization.

2. How is the CBQP Program Unique?

1. The CBQP Global Body of Knowledge (GBOK) has been designed and developed after exhaustive research into the skill-requirements of BPO organizations in Quality Specialist Positions.
2. The CBQP-GBOK focuses on refreshing those skill sets and competencies, which are critical for performing effectively as Quality Specialist. Hence, the CBQP program works as a powerful supplement and complement to your customer interaction experience.
3. CBQP-GBOK packs in 05 sharp modules in the Compulsory Expert Certification Class (ECC) conducted by BCI Authorized Certification Training Providers (CTPs) – each focusing on refreshing and coagulating a result- and performance-critical knowledge area
4. CBQP Expert Certification Class (ECC) can be completed in three days.
5. CBQP certification comes with an assurance of learning outcomes. Sophisticated instruction tools integrated through the powerful training process ensure absorption, retention and skill development with a high degree of effectiveness.
6. CBQP Expert Certification Class (ECC) has 5 smart assessments woven through to help you monitor your learning and qualify the Certification Examination in the first shot.
7. CBQP Expert Certification Class (ECC) also includes 15-20 exercisers/ Activities (called CBQP Tread-Mills) for practicing to develop skills

3. The Eligibility/ Candidacy Requirements for the CBQP Certification Program:
Though the structure of the CBQP certification program is modular and each module contains a strong, crisp treatment of the fundamental concepts and theories of the learning area, it’s preferred if a CBQP aspirant has an undergraduate (Bachelor’s) degree qualification with three years experience of working in a BPO company as a Quality Associate/ Customer Interaction Specialist.

4. The CBQP Program Agenda & Structure:
The CBQP-GBOK (Global Body Of Knowledge) contains 05 rigorous modules, each devoted to developing a knowledge-base/ skill set important and relevant for a typical Customer Interaction professional. The ruthless focus of the CBQP program on concepts development & skills refreshment & coagulation is clearly evident from the bared-to-bones nomenclature of the modules, with no frills and fancies. The structure of the program is as follows:

* CBQP Exam is the CBQP Certification Examination (Duration-4 hrs) covering all the 05 modules conducted on the final day of Expert Certification Class.


5. The CBQP Assessment System:
5.1 Structure:
The CBQP certification is woven around a rigorous assessment system, which accords high importance to continuous monitoring of skills development in real-terms in a participant. There are in all 5 small assessments spread out strategically across the 20 hours of training delivery. The CBQPAssessment System is composed of three different types of tests:

Segment-wise Learning Progress Evaluation (SLP): There are 5 SLPs in the CBQP Program
CBOM Certification Examination (Duration-4 hrs): The CBQP Final Certification Examination comprises of 1consolidated final assessment comprising of all the five modules as per the CBQP-GBOK


5.2 Grading/ Marking System:

* A Registrant/ participant requires scoring a minimum of 360 marks out of the possible maximum of 600 in order to PASS the BCE and become eligible for certification.

6. Assessment Policy:
BCI has prescribed the following norms for participants seeking certification:

1. BCI Certification for a certain set of competencies is awarded only after a participant/ registrant has qualified the BCI Certification Examination (BCE).
2. BCI Certification Examinations (BCEs) are usually held immediately after the completion of the Expert Certification Class (ECC) conducted by BCI authorized Certification Training Partners (the CTPs).
3. If for certain unavoidable reasons, a registrant/ participant, who is otherwise eligible to take the Final Certification Examination, misses the BCE (s)he shall be allowed only ONE chance to reappear for the same, free of testing fee and the concerned participant shall have to follow the schedule released by BCI-CMC for the same.
4. A participant who fails to follow the norm as stated in 6.3 above and who wishes to take the Certification Examination shall have to pay a fee of USD 110 after the expiry of the first free-retest opportunity offered in 6.3 above
5. There is NO PROVISION for retests in SLPs
6. Absence in SLP tests is marked 0
7. There are no qualifying marks for SLPs, but the marks scored in SLPs are added to the BCE score for creating the final result
8. The participants cannot appeal for re-valuation of SLP Tests.
9. In order to qualify for the Final BCI Certification examination, a participant has to score a minimum of 360 Marks out of the maximum 600. (in SLP s and the BCE, combined)
10. A registrant/ participant is allowed to appeal once for revaluation of her/ his BCE results only if (s)he has scored 360 or above on the aggregate. The CMC is the appellate and deciding authority in such cases. The request for revaluation should be routed to the BCI CMC through the CTP, under which the concerned participant is registered for ECC.
11. A participant failing in the BCE is awarded three opportunities to qualify. The norms are as follow:
    
• BCE failures resulting from a registrant’s/ participant’s inability to take the BCE are governed by clauses 6.3 and 6.4 above.
• BCI allows FREE reappearance opportunity to registrants/ participants after the First Failure. The registrants/ participants have to apply for the Retest in a prescribed format available with the CTPs and are bound to follow the examination schedule as fixed by the BCI CMC.
• A First Failure registrant’s/ participant’s inability to appear in the Re-examination as scheduled and notified to the former invites treatment as mentioned in 6.3 and 6.4 above.
• If a registrant/ participant fails for the second time (called the Second Failure), (s) he is spun back to the pre-certification training stage and (s) he has to undergo the ECC all over again after paying the fee prescribed by the BCI CTP at the time of re-registration.
• All Second Failure registrants/ participants are required to follow exactly the same norms as are applicable for fresh registrants/ participants
• Registrants/ Participants failing for the Third Time (called the Third Failure) are pushed to the Program Re-registration stage and are required to apply fresh for the Certification of their interest, pay the prescribed fee and follow all the processes and norms as are applicable for any new/ fresh registrant/ participant.
• A fourth failure in the BCE makes the Certification Applicant permanently ineligible for the award of desired certification. However, (s)he can register for other BCI certifications as per their respective eligibility norms.
• No appeal from any Failed registrant/ participant regarding relaxations/ concessions of any form on the clauses mentioned above or regarding any other, shall be entertained either by the BCI CTP or the BCI CMC. A breach of this clause or campaigning in any form by a registrant/ participant to effect changes or modifications suiting vested interests may lead to an imposition of a 5-year bar on his/ her candidature for any BCI Certification program.