QAI’s charter is to facilitate ‘Operational Excellence’ in IT, BPO, Contact Centres and Knowledge intensive organizations through multi-faceted interventions which include consulting, training, benchmarking, assessments and knowledge based products.

Competency Gap Analysis

Skill Development Roadmap

TrainingInterventions

Competency Mapping

Training Delivery! Instructor Led.! Webinars! Train the trainer.

Self Updation! Sample tests would

be shared with participants.

! Reading material would be given.

! Role wise step by step skill enhancement roadmap.

! Defining timeline and prioritisation.

! Aligned to individual career aspiration and organisational vision.

Assessment of existing competencies and identifying gaps.

This is done through! Online assessments

! Interview based audit

! Training needs analysis

! Mapping competencies for each role.

! Align competencies to business objectives

! Map competencies to global standards

Contact Centers, BPO, KPO, Call Centers, Captive Centers

Individual Competency Development Tracks

SUPERVISORY TRACK

Certified BPO Team Leader

HDI Support Centre Team

Lead

Future Manager Development

Program

Transaction Monitoring

and Coaching

Certified BPO Quality Analyst

Six Sigma Yellow Belt

Six Sigma Green Belt

Certified BPO Customer Service

Professional

HDI Support Centre Analyst

Six Sigma White Belt

Certified Workforce

Management Professional

(CWPP)

WFM PLANNING

TRACK

Organizational Excellence Framework

FRONTLINETRACK

Six Sigma Champions

Six Sigma Black Belt

Six Sigma Master Black

Belt

SMHDI KCS

CCSL

CCOM

CCMC

®PCMM

®CMMI SVC

®ITIL

Project Management

®COPC for

Customer Service Providers

(CSP)

®COPC for

Vendor Management

Organisation (VMO)

®COPC HPMT

HDI Support Centre Director

HDI Support Centre Manager

LEADERSHIP TRACK

- Train the Trainer

Lean for Services

TMMinitab Training

Quality Management

Metrics based Management

Lean for Services

SMKNOWLEDGE MANAGEMENT FOUNDATIONS : KCS PRINCIPLES

SIX SIGMA MASTER BLACK BELT

SIX SIGMA BLACK BELT

SIX SIGMA CHAMPIONS (AWARENESS PROGRAM)

Target Audience Support Professionals and Project Managers

Course Outline! What is KCS? ! KCS Model & Aligning KCS with the Business ! Content Vitality ! KCS Roles, Responsibilities & Workflow ! Performance Assessment ! Leadership and Motivation ! Communication & Technology ! The KCS Adoption Roadmap

Certifying BodyHDI

Target AudienceSenior Quality Professionals & Quality heads.

Course Outline! MBB candidates will be individually coached and mentored by specialist

coaches with consulting experience as Six Sigma MBB, Lean Practitioner and one of the only two in South Asia recognized by MA TRIZ to certify on TRIZ.! MBB candidates have to submit evidence (as per program guidelines) on

Ability to successfully engage in enterprise level project selection ities aligned to business objectivesAbility to create/ Actual creation of courseware and independently ducting training programs for Yellow Belt, Green Belt, and Black Belt studentsSuccessful completion of 4 six sigma projects

- 2 Green Belt Projects- 2 Black Belt Projects

DurationCandidates can decide their own pace of completion within the maximum duration of 1 year to submit the necessary evidence for certification.

Certifying BodyQAI

Target AudienceQuality Managers, Operation Managers and other Support Function Managers

Course Outline Tools that will be covered – All tools covered in Six Sigma Green Belt Certification + Some Additional tools: Contradiction Matrix, Cost of Poor Quality, CTQ Tree, EWMA Chart, TRIZ, Weibull plots, Z Value Calculations

Certifying BodyQAI

Target Audience Senior Management

Course OutlineWhat is Six Sigma, Benefits of Six Sigma, When do I become Six sigma , How does a Six Sigma Organization look like?, What is the impact of Six Sigma, Tools of Six Sigma, Process Management System, The organizational dynamics of Six Sigma, Rewards and Recognition, The Engagement Roadmap

Certifying BodyQAI

CIAC offers certifications in four Leadership & Management roles.CIAC-Certified Strategic Leader (CCSL) CIAC-Certified Operations Manager (CCOM) CIAC-Certified Management Consultant (CCMC)CIAC-Certified Management Associate (CCMA)

! The training is same for all the four certifications (CCSL, CCOM, CCMC, CCMA) but the tests will be different. ! The tests will be on the basis of Weighted Competencies related to the

Specific Job Role. ! For CCSL and CCOM the candidates will be required to complete a Work-

Project Assignment.

Target Audience ! CCSL – Strategic Leaders ! CCOM – Operation Managers! CCMC – Management Consultants & Support Function Leaders

Course Outline - 4 Competency Domains! Certification of Proficiency in Operations Management! Certification of Proficiency in People Management! Certification of Proficiency in Customer Relationship Management! Certification of Proficiency in Strategic Business Essentials

Duration ! 3 days for each competency domain! 4 * 3 days for final Certification (CCSL, CCOM, CCMC, CCMA)

A candidate can appear for Training and Certification for individual Competency Domains (Operations Management, People Management, Customer Relationship Management, Leadership & Business Essentials) also.

Certifying BodyCIAC - Call Center Industry Advisory Council

Target AudienceIT Support Organization Leaders

Course Outline ! Executive Leadership! Business Planning and Strategy ! Support Center Processes, Tools and Technology ! Metrics and Quality Assurance ! People Management, Organizational Development ! Marketing the Support Center! Creating a Business Case

Certifying BodyHDI

Target AudienceSupport Center Mangers and Supervisors

Course Outline! Support Center Overview! The Support Center ! Effectively Managing your Support Center! Support Center Strategic & Operations Management ! Service Support Processes, Metrics & Quality Assurance ! Managing the Support Center Team ! Marketing the Support Center

Certifying BodyHDI

HDI SUPPORT CENTER DIRECTOR (HDI – SCD)

HDI SUPPORT CENTER MANAGER ( HDI – SCM)

BPO / KPO / CONTACT CENTER

ur t nioD a

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12

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CERTIFIED BPO TEAM LEAD

CERTIFIED BPO QUALITY ANALYST

TRANSACTION MONITORING AND COACHING

FUTURE MANAGER DEVELOPMENT PROGRAM

Target Audience Team Leaders, Supervisors, Assistant Managers, Executives/Associates aspiring/selected for becoming Team Leaders

Course Outline - Coverage Areas! Overview and Role of a Team Leader/Operation Leader! Operations Management! Quality Management ! People Management

Certifying BodyQAI

Target AudienceTeam Leaders, Quality Analysts

Course Outline! Quality Overview and Role of a Quality Analyst! Quality Monitoring & Quantitative Methods ! Improvement Tools, Project & Change Management ! Quality Systems Auditing

Certifying BodyQAI

Target Audience Quality Coaches, Team Leaders, Supervisors, Internal Quality Teams and Trainers

Course Outline! Performing a Call Center Satisfaction Audit : How to design a

successful customer survey process! Voice of Customer! Building a Quality Monitoring Form! Best Practices in Calibration and Standardizing Evaluation Scores ! Effective Techniques for Shaping Employee Performance! Optimizing Your Quality Monitoring and Recording System

Certifying BodyQAI and TCCS

Also called CCMA (CIAC Certified Management Associate)Target AudienceTeam Leaders

Course OutlinePlease refer to the Leadership Track for the same.

Certifying BodyCIAC

Target Audience Experienced Support Center Analysts, Supervisors and Team Leaders Course Outline

! Support Center Overview ! Business Planning & Strategy, Support Center Processes ! Service Delivery Methods and Technology ! Recruitment and Training ! Communication & Coaching, Teamwork & Retention! Quality Assurance & Marketing

Certifying BodyHDI

Target AudienceEveryone from Team Leaders to Managers

Course Outline - Tools that will be covered Cause and Effects Matrix, Fishbone Charts, Basic Statistics, ANNOVA, Pareto Charts Measurement Systems Analysis, Guage R&R, Control Charts and Statistical Process Control (SPC), Sigma Capability Computations, Multi – Vari Analysis, Hypothesis Testing, Mistake Proofing, Control Plans, Chi Square Tests, Linear & Multiple Regression, Failure Modes and Affects Analysis

Certifying BodyQAI

Target AudienceTeam Leaders

Course Outline! Introduction and Expectation Setting! Basic Terminologies, Introduction to Data & Basic Statistics! DMAIC: Define , Measure, Analyze, Improve, Control

Certifying BodyQAI

HDI SUPPORT CENTER TEAM LEAD

SIX SIGMA GREEN BELT

SIX SIGMA YELLOW BELT

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CERTIFIED BPO CUSTOMER SERVICE PROFESSIONAL Target AudienceCustomer Facing/Frontline Agents

Course Outline - 3 Fundamental competency domains ! Business Essentials for Frontline Customer Service Professionals! Customer Relationship Management – Frontline Perspective & Power of One! Customer Services Skills – Enabling Excellence

Additional Electives - Duration: 1 Day for each elective! The Art of Up-selling: Tips for Making the Additional Sale! Email Essentials: A Frontline Guide for Writing Effective Emails! Collections Calling: Steps and Strategies for Telephone Collections

Certifying BodyQAI

HDI SUPPORT CENTER ANALYSTTarget Audience: Customer facing/ Frontline Agents

Course Outline:! Evolution of the Support Center ! Strategic Framework! Service Delivery Methods and Technology ! Support Center Processes and Operations! Call Handling Procedures & Communication Skills! Problem-solving and Troubleshooting Skills! Maximizing Effectiveness

Certifying BodyHDI

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3*2iu atr oD n

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2

ites@qaiglobal.comFor further information please contact us at

CERTIFIED WORKFORCE PLANNING PROFESSIONAL (CWPP)Target Audience: Workforce Planning Managers and Planners

Course Outline:Introduction to Workforce ManagementData Collection and AnalysisForecasting Call Center WorkloadPlanning Resource RequirementsUnderstanding Staffing Trade offsScheduling Call Center Staff

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Certifying BodySWPP

Managing Daily Schedules and ServiceManaging Attendance and AdherenceAdvanced Forecasting TechniquesAdvanced Scheduling TechniquesCall Center ConsolidationSkill Based Routing Complexities

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SIX SIGMA WHITE BELTTarget Audience Frontline Agents

Course Outline! Understanding the Six Sigma Philosophy ! Understanding the Vision ! Learning the History of Six Sigma ! Six Sigma High-level Concepts

! Focus on the Basic Six Sigma Tools in the DMAIC model - Define, Measure, Analyze, Improve, Control

! Measures of Success ! How & when to apply the Six Sigma tools! Effective Team Participation ! It's Problem-Solving, not just statistics ! The Impact on the Customer! The Voice of the Customer

Certifying BodyQAI

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®PCMM

CMMI FOR SERVICES

ITIL V3 FOUNDATION FOR SERVICE MANAGEMENT

PMP CONTACT TRAINING

Guides organizations in improving their ability to Attract, Develop, Motivate, Organize, and Retain Talent.

®Need for People CMM Global Usage Patterns and Case Studies Architecture of the Model Overview of each of the five Maturity Levels

Helps an organization to assess its Organizational Maturity and Process Area Capability, establish priorities for Improvement, and Guide the Process Improvement initiative.

IntroductionProcess Concepts

®Origin of CMMI®CMMI Framework, Road Map & Appraisals

Maturity Level 2 & 3 Process Areas Context Setting for High MaturityMaturity Level 4 & 5 Process Areas

®Help in acquiring a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service Management within the organization.

ITIL IntroductionService Management as a practiceService Lifecycle and Key PrinciplesService : Strategy, Design, Transition, Operation Continual Service ImprovementTechnologies for Managing Services

Enables and enhances the industry's competency level and maturity in Project Management. The program is designed to lead the participant to an internationally recognized certification from the Project Management

® Institute (PMI ) USA.Introduction to Project Management

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Project Management Context & ProcessesProject Integration, Scope, Time,Cost and Quality ManagementProject Human Resource & Communication ManagementProject Risk & Procurement Management

Exposes participants to Service-Quality-Cost, the COPC Framework and the concept of a High Performing Contact Center.

Overview and Key ConceptsDevelopment of the COPC StandardCOPC's experienceThe Foundation of High Performance Management (Service, Quality & Cost)Overview of the Standard (Framework, Key Terms) and its Benefits

®The COPC Vendor Management Organizations Registered Coordinator Training workshop is designed to teach the skills necessary to effectively

®implement the COPC-2000 CSP Standard in your organization, maximize operational performance, improve vendor selection and management Capabilities, and achieve higher levels of client and end-user satisfaction.

Exposes Contact Center Managers, Service Delivery Leaders and Support Personnel to the skills needed to manage Contact Centers on a day-to-day basis.

Planning - Appropriate leadership & planning to achieve objectives.Performance - Collecting & measuring performance data, achieving results and performance improvement.People - Developing a skilled and motivated work force to deliver quality products and services.Processes - Key customer-related processes and key support processes used to develop and deliver products and services.

COPC CSP RCT

COPC VMO RCT

COPC HIGH PERFORMANCE MANAGEMENT TECHNIQUES

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QAI is a leading global consulting and workforce development organization addressing 'Operational Excellence' in IT, BPO and Knowledge intensive service organizations.

QAI Global Services, the consulting division of QAI, addresses the space of Operational Excellence which includes the areas of Process Management, Quality Management, Innovation Management, Project Management, IT Service Management and others.

An integrated and deep set of interventions by QAI in client organizations results in operational efficiencies, quality, customer satisfaction and competitiveness in the target companies.

QAI Global Institute, the Competency Development division of QAI, focuses on creating international Education and Training products and services to address the Competence Development, Assessments and Certifications to cater to the large pool of manpower requiring skills for increased employability.

QAI's regional bases across the globe in the US, Singapore, China, Malaysia, UK, Canada and India help to innovatively distribute and manage engagements across multiple locations.

CIAC The Call Center Industry Advisory Council (CIAC) is the global standards and certifying board for the Contact/ Support Center profession.

HDIHDI is the world's largest IT service and support membership association and the industry's premier certification and training body.

SWPPThe Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries.

TCCSThe Call Center School, LLC (TCCS) is a Tennessee-based company dedicated to the professional development of individuals in the call center industry.

COPCIt is the world's leading authority on customer contact center and vendor management operations, and continues to define the industry standards for call center excellence.

QAI India:1010-12, Ansal Towers, 38 Nehru Place New Delhi - 110019, India Phone: +91- 11- 26219792, 26220580Fax: +91- 11- 26218974

QAI UNICOM / UK: Unicom R&D House, One Oxford Road, Uxbridge, Middlesex, United Kingdom, Zip: UB9 4DA Phone : +44 (0)1895 256484 Fax: +44 (0)1895 813095

QAI Malaysia:Level 36, Menara Citibank, 165, Jalan Ampang50450 Kuala Lumpur, MalaysiaPhone: +603 2169 6241Fax: +603 2169 6168

QAI USA:Windsor at Metro Center, 2101 Park Center Dr., Suite 200, Orlando, FL 32835-7614Phone: +407-363-1111Fax: +407-398-6817

QAI Singapore: 391B Orchard Road #23-01, Ngee Ann City Tower B, Singapore - 238874Phone:+65-6225-8139 Fax: +65-6225-8137

QAI China:Rm. 1211, No. 498 Guoshoujing Rd. Shanghai Zhangjiang Hi-Tech ParkPudong New Area, Shanghai, China Zip: 201203Phone / Fax: +86-21-51314155

Disclaimer®

! ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and

SMTrademark Office . CBTL and CBQA are service marks of QAI India Ltd.

SM ® SM! SEI , CMMI , Capability Maturity Model Integration ,

SM SM SM SMSEPG , PSP , SCAMPI and TSP are service marks of Carnegie Mellon University.

®! CMM and Capability Maturity Model are registered in the

US Patent and Trademark office.! CBTL and CBQA are service marks of QAI India Ltd.

A great course relevant to the operations of the contact center. I must implement a lot of good tips that I got in last few days which will improve agent performance and moral at our call centers. The key differentiator for me was my learning’s on the topics “key performance indicators” & “Basics of workforce management”

“I would like to thank the instructor for taking us through all the topics and keeping us involved, I personally enjoyed the sessions and found them very informative. I am sure others felt the same way. It was a good experience interacting with professionals from different organizations”.

“I have attended the WFM session with the QAI team in the past and to say the least it was very practical and I often go back to the learnings and practice them. That was a public session, but I think the most effective way would be an in-house program. I strongly recommend the same.Their model of owning up the deployment of learnings is particularly amazing as it gives an immediate ROI”

“This workshop stands out as one of the best that I have attended in my nine years of experience in contact center operations management. I would recommend this for every contact center professional. I particularly liked the module on 'Key Performance Indicators', 'Managing by numbers'”.

Lorna C. Tumbo, Contact Center Manager, Barclays Bank

Atul Singh, Manager - Service DeskDell – Pero

Mohit Bhatta, Head Customer Service Delivery, Bharti Airtel Limited

Erica Ayenuro, MTN

! KCS is a Service Mark of the Consortium for Service Innovation.

®! COPC is a Registered Trade Mark of the Customer

Operation Performance Center Inc. (COPC Inc.) ! HDI is a registered trademark of ThinkSerive,Inc.! Copyright © 2002 CIAC. All rights reserved.! Copyright ©2002, 2003 Society of Workforce Planning

Professionals. All rights reserved.! “PMI” and the PMI logo are service and trademarks

registered in the United States and other nations ®Capability Maturity Model .

[ Over 140,000+ individuals

trained, 38,000+ professionals

certified in 40 countries

[ 120+ Instructor Led courses

and workshops

[ 450+ hours of e-learning

courses