Name: Jessa Descalzota

Qualification: Contact Center Services NC II

Summary of Current Competencies Versus Required Competencies

Required Units of Current Competencies Training
Competency/Learning Gaps/Requirements
Outcomes based on CBC
BASIC COMPETENCIES
1. Participate in Workplace Communication
1.1 Obtain and convey 1.1 Obtain and convey
workplace information workplace information
1.2 Participate in workplace 1.2 Participate in
meeting and discussion workplace meeting and
discussion
1.3 Complete relevant work 1.3 Complete relevant
related documents work related documents
2. Work in Team Environment
2.1 Describe team role and 2.1 Describe team role
scope and scope
2.2 Identify own role and 2.2 Identify own role
responsibility within team and responsibility
within team
2.3 Work as a team member 2.3 Work as a team
member
3. Practice Career Professionalism
3.1 Integrate personal 3.1 Integrate personal
objectives with organizational
objectives with
goals organizational goals
3.2 Set and meet work 3.2 Set and meet work
priorities priorities
3.3 Maintain professional 3.3 Maintain
growth and development professional growth and
development
4. Practice Occupational Health and Safety Procedures
4.1 Identify hazards and 4.1 Identify hazards and
risks risks
4.2 Evaluate hazards and 4.2 Evaluate hazards
risks and risks
4.3 Control hazards and 4.3 Control hazards and
risks risks
4.4 Maintain occupational 4.4 Maintain
health and safety awareness occupational health and
safety awareness
COMMON COMPETENCIES
1. Apply Quality Standards
1.1 Assess quality of 1.1 Assess quality of
received materials received materials
1.2 Assess own work 1.2 Assess own work
1.3 Engage in quality 1.3 Engage in quality
improvement improvement
2. Perform Computer Operations

2.1 Plan and prepare for 2.1 Plan and prepare for
task to be undertaken task to be undertaken
2.2 Input data into computer 2.2 Input data into
computer
2.3 Access information using 2.3 Access information
computer using computer
2.4 Produce output/ data 2.4 Produce output/
using computer system data using computer
system
2.5 Use basic functions of a 2.5 Use basic functions
www- browser to locate of a www- browser to
information locate information
2.6 Maintain computer 2.6 Maintain computer
equipment and systems equipment and systems
CORE COMPETENCY

1. Communicate Effectively in English

1.1 Demonstrate an
1.1 Demonstrate an ability to
ability to express
express oneself in a clear and
oneself in a clear and
concise manner
concise manner
1.2 Demonstrate an
1.2 Demonstrate an ability to
ability to listen and
listen and comprehend
comprehend
effectively
effectively

2. Perform Customer Service Delivery Processes

2.1 Demonstrate an ability 2.1 Demonstrate an
to answer or make a call ability to answer or
make a call

2.2 Demonstrate an ability 2.2 Demonstrate an

to identify a customer need ability to identify a
customer need

2.3 Demonstrate an ability 2.3 Demonstrate an

to capture and provide ability to capture and
information and/ or provide information
directions and/ or directions
3. Demonstrate Ability to Effectively Engage Customers

3.1 Demonstrate an ability 3.1 Demonstrate an

to empathize with a ability to empathize
customer with a customer

3.2 Demonstrate an ability 3.2 Demonstrate an

to manage difficult ability to manage
conversations difficult
conversations