This was a 2 hour discussion with Q&A of the QCTO, where it is going and the programmes that are being affected by the changes.
Our Operations Director, Jennifer Quinn, has worked on many QCTO curriculum working groups, and shares her experience of what is going on in the Contact Centre space.
If you would like to now more, or are looking for an experienced partner in learning, eAssessment and ePortfolios please feel free to reach out to us.
This is an example of why P4PSA is the leader in the digital learning space - and we have the excusive license to offer P4P eAssessment and ePortfolio platform in South Africa, ensuring that all your assessment of learning is tracked and aligned to the governance requirements of the SETA's, the QCTO as well as professional body requirements.
Our team of digital learning experts that provide a holistic service to continually develop, and project manage digital learning from end to end. To build the competencies and experience of learners, assessors, facilitators, clients, ETQA’s and key stakeholders
Contact us www.p4p.co.za
Darryn@p4p.co.za
Jennifer@p4p.co.za
(Watch the Live session here) https://www.youtube.com/watch?v=he6NN07_3bg&feature=youtu.be
2. Terminology changes and abbreviations
Abbreviation Definition What it means
QCTO Quality Council for Trade and Occupations The council responsible for qualification design and accreditation of training providers
AQP Assessment quality partner Partner appointed by QCTO to manage relevant qualification (tends to be the historical SETA)
AC Assessment Centre Accredited centre to conduct the Exit Integrated Summative Assessment
SDP Skills Development Provider Training provider accredited to conduct knowledge and practical modules and that has a SLA with a workplace for the
workplace modules
QDF Qualifications Development Facilitator
SME Subject matter expert Subject matter expert that can facilitate, assess or moderate
FISA Final Integrated Summative Assessment The exit assessment for a skills programme
EISA Exit integrated summative assessment The exit assessment for a part or full qualification
KM Knowledge Module Curriculum defined in the qualification around the knowledge required for the job that the qualification is aligned to.
PM Practical Module Curriculum defined in the qualification around the practical skills required for the job that the qualification is aligned to
WM Workplace Module Curriculum defined in the qualification around the workplace evidence required to prove the performance of the job.
IAC Internal Assessment Criteria (same as historical assessment criteria guiding on how to assess knowledge modules)
AK Applied knowledge Knowledge required to assist with the application of a practical skill defined in the practical module
WE Workplace experience Evidence required by the learner to collect from the work experience section of the programme
SE Supporting evidence The evidence that can be sued to provide proof of achieving the workplace experience that will be signed off in the
workplace.
3. Terminology no longer in use
Term Why not
Fundamental unit standard The modules in the new qualification do not exist as separate qualifications so cannot be offered as
standalone programmes; these have expired and are not going to be renewed.
Core unit standards
Elective unit standards
Formative assessment You will now assess the knowledge, practical and workplace modules that will be assessed and signed
off.
Once achieved the learner will receive a Statement of Achievement from the provider so that they
learner
• will do the FISA on the skills programme via the SDP
• or the learner can apply for the EISA via the QCTO.
Summative assessment This has been replaced by the FISA or the EISA
4. Types of qualifications
Skills
Programmes
• Minimum 8 credits
• Registered with QCTO
• Not registered with
SAQA
• Contains
• Knowledge Modules
• Practical Modules
• Workplace Modules
• FISA
• Managed and exited
by SDP Part
Qualifications
• Maximum 119 credits
• Registered with QCTO
• Registered with SAQA
• Contains
• Knowledge Modules
• Practical Modules
• Workplace Modules
• EISA
• Curriculum
assessment managed
by SDP
• EISA managed by
Assessment Centre
Full
Qualifications
• Minimum 120 credits
• Registered with QCTO
• Registered with SAQA
• Contains
• Knowledge Modules
• Practical Modules
• Workplace Modules
• EISA
• Curriculum
assessment managed
by SDP
• EISA managed by
Assessment Centr
5. New Career Path for Contact Centre
Occupational
Certificate: Contact
Centre Agent
• Level 4
• Credits 120
• Debt Collection Agent part qual
credits 56
• Centre Sales Agent part qual
credits 72
• Contact centre customer service
agent part qual credits 56
• Knowledge module credits 28
• Practical module credits 26
• Workplace module credits 66
Higher Occupational
Certificate Contact
Centre Supervisor
• Level 5
• Credits 120
• Full qualification no parts
• Knowledge module 30 credits
• Practical modules 40 credits
• Workplace modules 50 credits.
Occupation
Certificate: Contact
Centre Manager
• Level 5
• Credits 285
• Knowledge module credits 80
• Practical module credits 98
• Workplace module credits 107
Need to align to current
Contact Centre Level 3
Need to align to current FET
Generic Management level 4
Need to align to current
Generic Management level 5
14. New Career Path for Debt Collection Industry
• Skills Programme
• Credits 25, Level 4
• Managed by FASSET
Trainee Debt
Collector
• Part Qualification
• Credits 75, Level 4
• Managed by Service SETA
Debt Collector Call
Centre Agent
• Part Qualification
• Credits 75 Level 5
• Managed by FASSET SETA
Debt Collection
Team Leader
• Full Qualification
• Credits 129 Level 5
• Managed by FASSET SETA
Debt Collection
Supervisor
• Full Qualification
• Credits 285 Level 5
• Managed by Service SETA
Contact Centre
Manager