CBQM Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Quality Managers as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBQM™ Domain Knowledge
  1. Understanding of the Business Process Outsourcing (BPO) Industry
    • The phenomena, concept & types of Business Process Outsourcing
    • Structure & Offerings of the Global BPO Industry
    • Trends, Issues and challenges of the Global BPO Industry
  2. The Profile of a BPO Quality Manager
    • Roles of a BPO Quality Manager
    • Typical Key Result Areas of a Quality Manager
    • Skills & Competencies of a BPO Quality Manager
  3. Principles & Techniques of Quality Management in BPO Organizations
    • Generic Definition & Concept of Quality Management
    • Important Quality Management Principles & Approaches used globally
    • Principles & Objectives of Quality Management in BPO
    • Importance of Quality Management Excellence in BPO competitiveness
    • Issues & Challenges of Quality Management in BPO Organizations
    • Components of Quality Management processes in BPO Organizations
    • Commonly practiced models & standards of Quality Management in BPO Organizations
    • Process Components of Quality Management in BPO Organizations
    • Development of Quality Management System & Infrastructure in BPO organizations
  4. Contribution to Other Functions and Organization Growth
    • Contributing to Adoption of Global Standards and attainment of Certifications
    • Contribution to New Business Acquisition
    • Representing Organization in Events and Public Platforms
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