This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.
Quality Assurance/Compliance Officer
Subject Matter Expert/Coach
Team Leader (experienced)
Total number of units = 10
6 core units plus
4 elective units
The 4 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.
Electives must be relevant to the work outcome, local industry requirements and the qualification level.
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points including:
BSB40307 Certificate IV 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:
Subject Matter Expert/Coach
Quality Assurance Coordinator or Manager
This breadth of expertise would equate to the competencies required to undertake this qualification.
Pathways from the qualification
After achieving this qualification candidates may undertake:
BSB60307 Advanced 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.
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
presenting information in a variety of formats
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 in cross organisational teams
working with diverse persons and groups
analysing information, statistics and reports
identifying quality and process improvements
Initiative and enterprise
implementing improvements, systems and processes
implementing operational plan to support organisation's goals
Planning and organising
developing team/project 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)