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

About the Role

We are seeking a highly experienced Subject Matter Expert (SME) to join our team in Bellville, specializing in Contact Centre Management. As an SME, you will provide expert guidance on sales and customer engagement strategies, contributing to the development of occupational curricula and qualification content.

Key Responsibilities

• 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
• 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

Requirements

• 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
• 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

Qualifications

• Must be a registered constituent Assessor and/or Moderator with Services SETA
• SME Approval Letter

Salary & Benefits

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