This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.
Quality Assurance Coordinator or Manager
Subject Matter Expert/Coach
Total number of units = 13
7 core units plus
The 6 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level.
Where elective units are being chosen from other Training Packages or accredited courses up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications.
Electives must be relevant to the work outcome, local industry requirements and the qualification level.
CHCINF5BMeet statutory and organisational information requirements
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points including:
BSB30207 Certificate III in Customer Contact or other relevant qualification/s
with vocational experience assisting in a range of support roles without a formal business qualification.
Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:
Call/Contact Centre Agent
Customer Service Representative
Senior Customer Service Representative
This breadth of expertise would equate to the competencies required to undertake this qualification.
Pathways from the qualification
After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake:
BSB50307 Diploma of Customer Contact.
Licensing, Legislative, Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
Qualification Code and Title
The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Industry/enterprise requirements for this qualification include:
having the ability to transfer information centre's operational plan, goals, new products and services to team/project members
reading and interpreting a range of reports and information
writing team/project plans, documents and reports
developing a team culture and identity
managing a team and applying knowledge of one's own role to achieve team goals
working with diverse persons and groups
analysing information and reports
dealing with complex customer complaints and escalations
working through alternatives and improvements
Initiative and enterprise
contributing to suggestions for improvements to team operations, products, services and processes
supporting operational plan and organisation's goals
Planning and organising
developing team plans
managing learning and development plans for team members
planning team resources, targets and performance levels
managing own performance and motivating others
managing own time and work priorities
managing stress in the workplace
learning new ideas, skills and techniques
providing appropriate information on systems, products and services to team members
using electronic communication devices and processes i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to support team management
using technology to assist the manipulation of information and to maximise performance
(Technology requirements may be modified for people with a disability)