Certified BPO Quality Manager

CBQM® Certification is for dynamic Quality Management professionals whose wish is to grow in their careers and handle more challenging roles in Service Delivery Quality management of large BPO organizations. CBQM® assessments stress on evaluating applicants’ knowledge in 4 critical areas to accurately understand their overall preparedness for handling planning, coordination and tasking responsibilities in BPO Quality Function in large BPO organizations.

A typical CBQM® Certified professional exhibits clear understanding of all aspects of Quality in BPO service provider organizations. More specifically, a CBQM® certified professional is:

Aptly Qualified & Educated: A CBQM® certified at least, holds a Bachelor’s degree. Many of them may also hold special qualifications in Quality (like Six Sigma).
Aptly Experienced: A CBQM® certified professional possesses relevant & focused experiences of establishing and managing Quality management systems and processes in BPO service provider organizations.
Aptly Aware & Exposed: CBQM® is awarded after comprehensively evaluating a registrant's knowledge, awareness and exposure to contemporary concepts, tasks, techniques and processes of Quality Management in BPO service delivery operations.
Aptly Skilled & Competent: The CBQM® certified exhibit high-level of decision-making skills and competence for handling tasks and activities related to all important dimensions of Quality Management in BPO organizations. These include Quality Frameworks, and aspects like measurement, bench marking, control and compliance.

"Five years into the most challenging of my BPO quality management experience, I always still felt I needed a BPO-specific qualification that proved my expertise as a BPO quality specialist and expanded my career possibilities. That's why I was thrilled to get an opportunity to do the CBQM® Certification program of BCI."

Saravanan N, CBQM®
Fareportal Inc., Gurgaon

Candidacy Requirements for CBQM®

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Training Requirements

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Assessment Areas

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Test Code	Test Area	Test Sweep
BC-431	BPO Industry Dynamics	Dynamics & Structure of BPO Industry; Strategic Context of Outsourcing; Establishing & Managing Client Relations; Regulatory Environment Issues and Challenges
BC-432	Quality Monitoring Imperatives in BPO	Principles of Quality and TQM; Quality Circles, Quality Management/ Leadership Processes; Generic and BPO Quality Standards; Quality Metrics in Outsourcing Operations; Data Analysis for QM; Quality Control Practices; Designing Forms, Methodologies, Sampling; Execution: Scoring, Calibration, Feedback; Analysis: Trends, Systemic Issues
BC-433	Quantitative Methods and Structured Quality Improvement	Concepts and Techniques of Quality Measurement and Statistical Control; Quality Data Collection, Data Integrity, Quality Data Analysis; Identifying Improvement Areas; Process Mapping and Redesign; Root Cause Analysis; Finding Solutions; Project Management; Change Management
BC-434	Quality Management Imperatives	Quality Models and Quality Assessment Processes; Comparisons and Successful Implementation Methods; Establishing & Propagating Client's Quality Standards; Monitoring Compliance to Quality Standards and Processes; Quality Improvement Strategies, Processes & Tools; Minimizing Quality Variations and Divergences
BC-MT-01	BCI BPO Managerial Ability Test	This test is designed to evaluate a registrant’s competencies, reflexes and aptitude for handling Mid-management level roles in a typical BPO service provider organization. The 2-pronged BMAT seeks to assess and rate a registrant on the aspects of Managerial Effectiveness and Interpersonal Skills. The competencies measured under BMAT fall into two groups: Task Oriented and People Oriented; the Task Oriented Competencies measured are Analytical Thinking, Global Perspective, Innovation, Learnability, Planning and Organizing, Problem Solving, Process Orientation and Strategic Thinking; the People Oriented Competencies measured are Communication, Coordination, Leadership, Negotiation Skills and Teamwork.
RR-998	Referee Reports (Supervisor Feedbacks)	The RR requires CBQM® registrants to get a detailed feedback from their supervisors in a BCI-prescribed format. In most cases, the RR request goes straight to the Supervisor, whose name has been mentioned by the registrant in the Application form.

Apply for Certified BPO Quality Manager (CBQM®) Program

BCI is an apex BPO industry standards and certification body. All BCI Certification Training Providers (CTP) are independent organizations who have developed their own training programs, schedules, trainers and content resources and hence, BCI neither controls nor is responsible for the quality of training, trainers or content provided/ offered by CTPs.