Subject Matter Expert (SME) - Contact Centre Management

We are seeking a suitably qualified and experienced

Subject Matter Expert (SME) to support the development, review, implementation and quality assurance of the QCTO Contact Centre Management NQF 5 Occupational Qualification.

The successful candidate will contribute specialist industry knowledge to ensure that qualification content, assessment requirements and workplace relevance align with occupational standards and industry expectations.

QUALIFICATIONS & EXPERIENCE

• • 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.

• • 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.

DUTIES & 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.
• • 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.

Vutomi Mukhari