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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
PROFESSIONAL DESIGNATION: 
Contact Centre Information and Data Analytics Professional 
DESIGNATION ID DESIGNATION TITLE
771  Contact Centre Information and Data Analytics Professional 
PROFESSIONAL BODY DESIGNATION STATUS
CCMG - Contact Centre Management Group  Reregistered 
SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
SAQA 216/22  2022-05-10  2027-05-09 


DESCRIPTION:
The main functions of the Information and Data Analytics Professional include the following:
  • Articulate the operations in either a commercial environment or an emergency environment.
  • Analyse and use statistical data.
  • Monitor the quality of operations, service levels and performance levels and implement service delivery systems.
  • Contribute to rewards and incentives by analysing and providing statistical data.
  • Assess the sales environment and provide business solutions where necessary take appropriate action where necessary.
  • Advise on the Contact Centre customer database.
  • Monitor and measure performance and recommend continuous or innovative improvement interventions in the unit.
  • Build relationships with superiors and with stakeholders across the value chain.
  • Advise on the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks. 
    		•
    AWARDING CRITERIA
    For the Professional Designation to be awarded, professionals must comply with the following minimum requirements: 
    Underlying Registered Qualification or Part Qualification:
    For the designation to be awarded applicants must have:
    More than twelve months Work Force Management and Business Analytics experience.
    Or
    3 years' experience in a data warehouse environment with business intelligence applications.
    Or
    3 years in a development or reporting role responsible for data warehousing and the development of required reporting; and experience working with SQL and relevant reporting packages.
    And
    Experience in report writing and the creation of customised reports.
    And
    3 years' experience working in a contact centre; and 3 years' experience in the BPS Industry.

    Academic Component:
    Successfully completed:
  • The entry level examination at Level 5 - National Diploma Contact Centre Management, Level 5.
    Or
    National Diploma Contact Centre Management, Level 6.
    Or
    Bachelor of Technology in Contact Centre Management, Level 7. 
    		•
    Experiential Learning or Experience
    More than twelve months Work Force Management and Business Analytics experience.
    Or
    3 years' experience in a data warehouse environment with business intelligence applications.
    OR
    3 years in a development or reporting role responsible for data warehousing and the development of required reporting; and experience working with SQL and relevant reporting packages.
    And
    Experience in report writing and the creation of customised reports.
    And
    3 years' experience working in a contact centre; and 3 years' experience in the BPS Industry. 
    Competency Assessment
    A professional designation exam is to be written to ensure competency in the field of Information and Data Analytics Management and the candidate must demonstrate the following competencies:
  • Articulate the operations in either a commercial environment or an emergency environment.
  • Analyse and use statistical data.
  • Monitor the quality of operations, service levels and performance levels and implement service delivery systems.
  • Contribute to rewards and incentives by analysing and providing statistical data.
  • Assess the sales environment and provide business solutions where necessary take appropriate action where necessary.
  • Advise on the Contact Centre customer database.
  • Monitor and measure performance and recommend continuous or innovative improvement interventions in the unit.
  • Build relationships with superiors and with stakeholders across the value chain.
  • Advise on the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks. 
    		•
    Designation RPL Statement
    This Designation may not be awarded through Recognition of Prior Learning. 
    RETAINING CRITERIA
    In order to ensure the currency of professional knowledge and to retain the Professional Designation, the professional must comply with the following minimum requirements: 
    Code of Conduct
    Members must adhere to the Professional Body Codes of Conduct and Ethics. 
    Continuing Professional Development (CPD)
    In order to ensure the currency of professional knowledge and retain the designation, the Information and Data Analytics Professional is required to:
  • Perform and register CPD activities worth 40 points within a three year cycle
    And
    > Participate in CPD activities as follows:
  • Education and training and personal development for up to 20 points.
  • Professional development for 20 points. 
    		•
    Fees
    Ensure that the annual membership fee is paid. 


    PROFESSIONAL DESIGNATION PROGRESSION PATHWAY
    (The Designation being reported on here is shown in italics.)

    Sequence Designation ID Designation Title
    1771Contact Centre Information and Data Analytics Professional
    2393Contact Centre Brand Ambassador
    3394Contact Centre Support Professional
    4395Contact Centre Operational Professional
    5396Contact Centre Strategic Professional


    PROFESSIONAL BODY WEB ADDRESS:
    For more information on this Professional Designation, please visit www.ccmg.org.za