QCTO Subject Matter Expert (SME) – Contact Centre Management NQF 5 Qualification

• Relevant qualification at NQF Level 5 or higher in one of the following disciplines:
• Contact Centre Operations
• Business Management
• Operations Management
• Customer Relationship Management
• Customer Service
• Facilitator / ETDP Certificate
• SME Approval Letter
• Must be a registered constituent Assessor and/or Moderator with Services SETA.
• Minimum 2 - 5 years relevant industry experience within sales or commercial environments.
• Demonstrated experience in one or more of the following:
• Contact Centre Operations
• Business Management
• Operations Management
• Customer Relationship Management
• Customer Service
• Advanced knowledge of modern contact centre management information systems, performance metrics, SLAs and omnichannel technology.
• Experience in qualification development, curriculum design, assessment design or occupational learning programmes will be advantageous.
• Exposure to QCTO, SETA, curriculum development or quality assurance environments will be beneficial.

COMPETENCIES & SKILLS

Applicants should demonstrate:

• Sound understanding of QCTO occupational qualification frameworks.
• Knowledge of occupational curriculum and assessment methodologies.
• Strong analytical and report-writing skills.
• Excellent stakeholder engagement and facilitation ability.
• Ability to translate workplace requirements into learning outcomes.
• Strong planning, communication and organisational skills.

• Providing subject matter expertise in the field of sales and customer engagement.
• Participating in the development and review of occupational curricula and qualification content.
• Assisting with the design and validation of:
• Knowledge Modules
• Practical Skills Modules
• Work Experience Modules
• Supporting the development and review of assessment specifications and related documentation.
• Contributing to workplace learning and occupational alignment initiatives.
• Participating in stakeholder consultations, workshops and validation sessions.
• Reviewing learning materials and assessment instruments for industry relevance.
• Providing technical input into External Integrated Summative Assessment requirements.
• Ensuring alignment with QCTO and applicable quality assurance requirements.