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Business Process Certifications

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The typical organization structure of any service provider across the world, either captive or third party provider is a pyramidal one. The key gap faced by the service organizations is at the front-line management level – the most critical one being the low level of expertise in managing and sustaining an operation. Some recent studies have also revealed that low quality of front-line management may be one of the key causes of attrition.

The following two certification programs have been co-designed and developed by NASSCOM’s Executive Development Program and QAI India and they aim at building people, operational and quality competencies among professionals.

The certification road map is based on a 3-day classroom training session (24-28 hours), continuous assessments, case studies and homework, and finally a Competency Assessment examination having multiple-choice and subjective questions.

These certification programs include training (to facilitate learning and skill development at the front-line management level) and continuous assessment (to evaluate against established benchmarks and standards for individual skills) on essential operational, people and quality competencies required for successful execution of front-line management roles.

According to a survey, certified professionals have found the program to be useful in the various areas pertaining to their work profile like managing absenteeism in their team, meeting SLAs consistently, improving customer satisfaction, improving relationship with team members, and managing conflicts at the workplace among others.