Qualification Pack

Telecom Customer Care Executive -

Call Center/Relationship Center
Electives: Call Center/ Relationship Center

QP Code: TEL/Q0100

Version: 4.0

NSQF Level: 3

Telecom Sector Skill Council || 3rd Floor, Plot No 126, Sector - 44

Gurgaon - 122003

NSQC Approved || Telecom Sector Skill Council 1

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Contents
TEL/Q0100: Telecom Customer Care Executive - Call Center/Relationship Center .............................. 3
Brief Job Description ...................................................................................................................... 3
Applicable National Occupational Standards (NOS) ............................................................................. 3
Compulsory NOS ........................................................................................................................... 3
Elective 1: Call Center ................................................................................................................... 3
Elective 2: Relationship Center ..................................................................................................... 3
Qualification Pack (QP) Parameters .............................................................................................. 4
TEL/N0101: Resolve Customer Queries, Requests and Complaints ...................................................... 6
TEL/N0102: Develop Customer Relationship ...................................................................................... 10
TEL/N0115: Monitor and Analyze Performance .................................................................................. 14
TEL/N2215: Manage work area and maintain personal appearance .................................................. 18
TEL/N9101: Organize Work and Resources as per Health and Safety Standards ............................... 22
TEL/N9102: Interact Effectively with Team Members and Customers ................................................ 29
DGT/VSQ/N0101: Employability Skills (30 Hours) ............................................................................... 34
TEL/N0116: Attend and Make calls for Service and Sales .................................................................. 40
TEL/N0117: Manage Self, Showroom Upkeep and Sale of Products and Services .............................. 45
Assessment Guidelines and Weightage ............................................................................................. 48
Assessment Guidelines ............................................................................................................... 48
Assessment Weightage ............................................................................................................... 49
Acronyms ........................................................................................................................................... 51
Glossary ............................................................................................................................................. 52

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TEL/Q0100: Telecom Customer Care Executive - Call Center/Relationship

Center

Brief Job Description

The individual in this job role is responsible for providing support to customers by handling, following and
resolving walk-in and telephonic queries, requests and complaints in a timely manner. The individual is
also responsible for proactively promoting, recommending and selling the products and services of the
organisation.

Personal Attributes

The individual in this job should be skilled in problem solving, time management and in working under
pressure. They should be patient, attentive, can communicate clearly and use positive language. They
should be goal-oriented, have persuasion skills, and have the willingness to learn.

Applicable National Occupational Standards (NOS)

Compulsory NOS:

1. TEL/N0101: Resolve Customer Queries, Requests and Complaints

2. TEL/N0102: Develop Customer Relationship

3. TEL/N0115: Monitor and Analyze Performance

4. TEL/N2215: Manage work area and maintain personal appearance

5. TEL/N9101: Organize Work and Resources as per Health and Safety Standards

6. TEL/N9102: Interact Effectively with Team Members and Customers

7. DGT/VSQ/N0101: Employability Skills (30 Hours)

Electives(mandatory to select at least one):

Elective 1: Call Center

This OS unit is about providing service assistance to customers via phone and finding opportunities to
pitch telecom products and services on call.

1. TEL/N0116: Attend and Make calls for Service and Sales

Elective 2: Relationship Center

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This OS unit is about grooming oneself, managing the showroom/outlet as well as how and when to sell,
up-sell and cross-sell products and services to walk-in customers on the basis of their requirements.

1. TEL/N0117: Manage Self, Showroom Upkeep and Sale of Products and Services

Qualification Pack (QP) Parameters

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

Country India

NSQF Level 3

Credits 21

Aligned to NCO/ISCO/ISIC Code NCO-2015/5244.0303

9th grade pass

OR
8th grade pass and pursuing continuous
schooling in regular school with vocational
Minimum Educational Qualification &
subject
Experience
OR
8th grade pass with 1 Year of experience
OR
5th grade pass with 4 Years of experience

Minimum Level of Education for Training in

10th Class
School

Pre-Requisite License or Training Basic computer knowledge and operation skills

Minimum Job Entry Age 15 Years

Last Reviewed On NA

Next Review Date 27/01/2025

NSQC Approval Date 27/01/2022

Version 4.0

Reference code on NQR 2022/TEL/TSSC/07009

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NQR Version 1

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TEL/N0101: Resolve Customer Queries, Requests and Complaints

Description

This OS unit is about handling queries, requests and complaints of the customer for telecom services and
also resolving data related queries.

Scope

The scope covers the following :

Analyse customer requirements and needs

Handle customer inquiries

Elements and Performance Criteria

Analyse customer requirements and needs

To be competent, the user/individual on the job must be able to:
PC1. collect information from customers to log their query
PC2. assess customer’s details for any account-related information
PC3. categorize and record customer’s interaction as a query, request or a complaint
Handle customer inquiries
To be competent, the user/individual on the job must be able to:
PC4. respond to customer inquiries, requests or complaints courteously and efficiently on phone
and face-to-face
PC5. estimate and inform the customer about the time needed for resolution if an immediate
solution cannot be provided
PC6. resolve customer queries and avoid escalations
PC7. seek assistance from senior (supervisor/floor support/manager) when customer inquiries
cannot be fully answered
PC8. coordinate with other departments to ensure that all pending queries and complaints are
responded to in a timely and satisfactory manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures related to service and sales process

KU2. how to handle and resolve basic customer enquiries
KU3. navigation of intranet tools and Customer Relationship Management (CRM) software to
gather information about customer's account
KU4. company procedures set for execution of the job role/handling
KU5. how to probe customers using appropriate questions
KU6. process of fetching information about product/process/services or process a customer's
interaction from informational intranet tools

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KU7. Turnaround Time(TAT)/Service Level Agreements (SLA) of various processes

KU8. SOP for escalations
KU9. complete process flow for a business cycle
KU10. importance of documenting the customer problems and queries in the organisation's
prescribed format

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. speak English and the relevant local language

GS2. communicate clearly and honestly with customer
GS3. listen effectively, pay attention to customer
GS4. be courteous and professional while interacting with the customer
GS5. respond promptly to customer needs and requests from time to time
GS6. analyse feedback positively and act accordingly
GS7. manage time efficiently

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Analyse customer requirements and needs 13 18 - 5

PC1. collect information from customers to log

4 6 - 1
their query

PC2. assess customer’s details for any account-

5 6 - 2
related information

PC3. categorize and record customer’s

4 6 - 2
interaction as a query, request or a complaint

Handle customer inquiries 27 32 - 5

PC4. respond to customer inquiries, requests or

complaints courteously and efficiently on phone 5 6 - 2
and face-to-face

PC5. estimate and inform the customer about

the time needed for resolution if an immediate 5 6 - 1
solution cannot be provided

PC6. resolve customer queries and avoid

5 6 - 1
escalations

PC7. seek assistance from senior

(supervisor/floor support/manager) when 6 7 - 1
customer inquiries cannot be fully answered

PC8. coordinate with other departments to

ensure that all pending queries and complaints
6 7 - -
are responded to in a timely and satisfactory
manner

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N0101

NOS Name Resolve Customer Queries, Requests and Complaints

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

NSQF Level 3

Credits 2

Version 3.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N0102: Develop Customer Relationship

Description

This OS unit is about developing healthy and strong rapport/relationship with the existing as well as
prospective customers.

Scope

The scope covers the following :

Interact with the customer effectively

Build rapport with customer

Elements and Performance Criteria

Interact with the customer effectively

To be competent, the user/individual on the job must be able to:
PC1. attend to customers by providing personalised service in a professional manner
PC2. inquire about customer’s requirement for products and services
PC3. provide customised solution by balancing customer's expectations with the organisation's
service offerings
PC4. inform customers about various promotions and loyalty programs provided by the organisation
Build rapport with customers
To be competent, the user/individual on the job must be able to:
PC5. inquire about the source of complaint from the customer
PC6. provide information to customers regarding the status of their complaints
PC7. comply with organisational guidelines with respect to ACHT, AHT and TAT
PC8. prioritize customers based on the urgency of their queries, requests or complaints (QRC)

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. SOP related to developing and maintaining customer rapport

KU2. relevant policies, procedures and promotions of the company
KU3. different categories of customers of the organisation
KU4. role and importance of the helpdesk in supporting business operations
KU5. importance of timely and quick response, first time resolution and customer retention/long
term relationship with the customer
KU6. technique to extract required information about product/process/services from intranet tools,
for processing customer's interaction
KU7. features and benefits of products/services that company offers
KU8. features and settings of various devices for troubleshooting

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KU9. Turnaround Time (TAT)/ Service Level Agreement (SLA) of various processes
KU10. escalation matrix and when to escalate
KU11. process of escalation of query, request and complaint
KU12. Average Call Handling Time (ACHT), Average Hold Tome (AHT) and Turn Around Time (TAT)
parameters as per organisation standards
KU13. process of retention and retention tools
KU14. importance of the role in representing the organisation

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. speak and write in English and the relevant local language
GS2. maintain a pleasant personality and be courteous/professional during customer interactions
GS3. empathize with customer's problems, criticism and suggestions
GS4. communicate clearly and honestly with customers
GS5. be mindful of customer's time by holding short discussions/interactions

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Interact with the customer effectively 15 22 - 6

PC1. attend to customers by providing

5 7 - 2
personalised service in a professional manner

PC2. inquire about customer’s requirement for

4 6 - 2
products and services

PC3. provide customised solution by balancing

customer's expectations with the 4 5 - 1
organisation's service offerings

PC4. inform customers about various

promotions and loyalty programs provided by 2 4 - 1
the organisation

Build rapport with customers 25 28 - 4

PC5. inquire about the source of complaint

6 7 - 2
from the customer

PC6. provide information to customers

6 8 - -
regarding the status of their complaints

PC7. comply with organisational guidelines

7 7 - 1
with respect to ACHT, AHT and TAT

PC8. prioritize customers based on the

urgency of their queries, requests or 6 6 - 1
complaints (QRC)

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N0102

NOS Name Develop Customer Relationship

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

NSQF Level 3

Credits 2

Version 3.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N0115: Monitor and Analyze Performance

Description

This OS unit is about tracking, monitoring and measuring self performance trends through report and
review process.

Scope

The scope covers the following :

Monitor and measure self performance

Review performance with supervisor/manager

Elements and Performance Criteria

Monitor and measure self performance

To be competent, the user/individual on the job must be able to:
PC1. collate and analyse Average Handling Time (AHT), login time/number of dials/customer
contacts/attendance, CRM reports for supervisor’s review
PC2. analyse parameters like security checks, transfer and escalation protocol etc.
PC3. analyse processes related to churn, collection, bad debt recovery, complaint resolution,
resolving query etc.
PC4. compare achieved targets with minimum threshold in internal/external audits
Review performance with supervisor/manager
To be competent, the user/individual on the job must be able to:
PC5. review instant feedback scores received from customers
PC6. analyse feedback received from superiors periodically (monthly/quarterly)
PC7. evaluate self-performance with respect to sales and service targets
PC8. identify personal weakness and strengths as advised by seniors and work accordingly
PC9. collate and analyse casual/verbal feedback received from seniors, colleagues and peer to
understand any issues faced by the team

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. typical response time/service time of processes/products/services

KU2. importance of compliance of parameters like opening greeting, security checks, escalation
protocol etc.
KU3. weekly/monthly targets to be achieved
KU4. daily, weekly and monthly reports to monitor performance
KU5. interpretation of reports and be able to compare with targets/performance

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KU6. processes related to sales, churn, collection, bad debt recovery, complaint, reduction, SLA
adherence, revenue performance

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. speak and understand English and the relevant local language
GS2. read and interpret reports
GS3. show courtesy and professionalism during interaction with supervisor
GS4. take feedback positively and act accordingly

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Monitor and measure self performance 20 22 - 7

PC1. collate and analyse Average Handling Time

(AHT), login time/number of dials/customer
5 5 - 2
contacts/attendance, CRM reports for
supervisor’s review

PC2. analyse parameters like security checks,

5 5 - 2
transfer and escalation protocol etc.

PC3. analyse processes related to churn,

collection, bad debt recovery, complaint 5 6 - 2
resolution, resolving query etc.

PC4. compare achieved targets with minimum

5 6 - 1
threshold in internal/external audits

Review performance with supervisor/manager 20 28 - 3

PC5. review instant feedback scores received

4 6 - 1
from customers

PC6. analyse feedback received from superiors

4 6 - -
periodically (monthly/quarterly)

PC7. evaluate self-performance with respect to

4 6 - 2
sales and service targets

PC8. identify personal weakness and strengths as

4 4 - -
advised by seniors and work accordingly

PC9. collate and analyse casual/verbal feedback

received from seniors, colleagues and peer to 4 6 - -
understand any issues faced by the team

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N0115

NOS Name Monitor and Analyze Performance

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

NSQF Level 3

Credits 2

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N2215: Manage work area and maintain personal appearance

Description

This OS unit is about managing work area and maintaining personal appearance

Scope

The scope covers the following :

Maintain personal appearance

Manage workarea

Elements and Performance Criteria

Maintain personal appearance

To be competent, the user/individual on the job must be able to:
PC1. comply with specified uniform/dress code and grooming guidelines
PC2. maintain personal hygiene
PC3. use name badges as per standard operating procedure
PC4. greet the customers, enquiring about the reason for their visit
Manage workarea
To be competent, the user/individual on the job must be able to:
PC5. record queries/complaints of walk-in customers in CRM, register or MS Excel
PC6. record daily number of customer walk-ins and units accepted for repair/replacement in the job
sheets
PC7. monitor correctness and completeness of customer documents in case of issues to get them
processed with the backend/respective department
PC8. work efficiently to achieve performance, service targets and profitability for a given time
period
PC9. implement steps to attain necessary typing speed for recording necessary information in the
relevant software

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organisational guidelines with respect to standard uniform, name badges and resolution
timeliness
KU2. store management process and service entries in Customer Relationship Management(CRM)
or MS Excel and in the job sheet
KU3. tasks of each department in order to route the issue to the concerned department, for a quick
resolution
KU4. targets for performance and sales
KU5. navigation of intranet tools and Customer Relationship Management(CRM) software

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Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. maintain a presentable appearance

GS2. communicate with customers respectfully and patiently
GS3. speak fluently and understand English/regional language
GS4. manage time while performing multiple responsibilities
GS5. communicate respectfully with peers/seniors
GS6. read and comprehend documents and reports

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Maintain personal appearance 12 16 - 4

PC1. comply with specified uniform/dress code

3 5 - 2
and grooming guidelines

PC2. maintain personal hygiene 3 7 - 1

PC3. use name badges as per standard

3 - - -
operating procedure

PC4. greet the customers, enquiring about the

3 4 - 1
reason for their visit

Manage workarea 28 34 - 6

PC5. record queries/complaints of walk-in

7 9 - 2
customers in CRM, register or MS Excel

PC6. record daily number of customer walk-ins

and units accepted for repair/replacement in the 8 8 - 1
job sheets

PC7. monitor correctness and completeness of

customer documents in case of issues to get
4 6 - 1
them processed with the backend/respective
department

PC8. work efficiently to achieve performance,

service targets and profitability for a given time 4 5 - 1
period

PC9. implement steps to attain necessary typing

speed for recording necessary information in the 5 6 - 1
relevant software

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N2215

NOS Name Manage work area and maintain personal appearance

Sector Telecom

Sub-Sector Handset

Occupation Customer Service

NSQF Level 4

Credits 5

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N9101: Organize Work and Resources as per Health and Safety

Standards

Description

This OS unit is about planning work and following sustainable as well as healthy practices for safety and
optimal use of resources.

Scope

The scope covers the following :

Perform work as per quality standards

Maintain safe, healthy and secure working environment
Conserve material/energy/electricity
Use effective waste management/recycling practices

Elements and Performance Criteria

Perform work as per quality standards

To be competent, the user/individual on the job must be able to:
PC1. keep workspace clean and tidy
PC2. perform individual role and responsibilities as per the job role while taking accountability for
the work
PC3. record/document tasks completed as per the requirements within specific timelines
PC4. implement schedules to ensure timely completion of tasks
PC5. identify the cause of a problem related to own work and validate it
PC6. analyse problems accurately and communicate different possible solutions to the problem
Maintain safe, healthy and secure working environment
To be competent, the user/individual on the job must be able to:
PC7. comply with organisation’s current health, safety, security policies and procedures
PC8. check for water spills in and around the work space and escalate these to the appropriate
authority
PC9. report any identified breaches in health, safety, and security policies and procedures to the
designated person
PC10. use safety materials such as goggles, gloves, ear plugs, caps, ESD pins, covers, shoes, etc.
PC11. avoid damage of components due to negligence in ESD procedures or any other loss due to
safety negligence
PC12. identify hazards such as illness, accidents, fires or any other natural calamity safely, as per
organisation's emergency procedures, within the limits of individual’s authority
PC13. participate regularly in fire drills or other safety related workshops organised by the
company
PC14. report any hazard outside the individual’s authority to the relevant person in line with
organisational procedures and warn others who may be affected

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PC15. maintain appropriate posture while sitting/standing for long hours

PC16. handle heavy and hazardous materials with care, while maintaining appropriate posture
PC17. sanitize workstation and equipment regularly
PC18. clean hands with soap, alcohol-based sanitizer regularly
PC19. avoid contact with anyone suffering from communicable diseases and take necessary
precautions
PC20. take safety precautions while travelling e.g. maintain 1m distance from others, sanitize
hands regularly, wear masks, etc.
PC21. report hygiene and sanitation issues to appropriate authority
PC22. follow recommended personal hygiene and sanitation practices, for example,
washing/sanitizing hands, covering face with a bent elbow while coughing/sneezing, using
PPE, etc.
Conserve material/energy/electricity
To be competent, the user/individual on the job must be able to:
PC23. optimize usage of material including water in various tasks/activities/processes
PC24. use resources such as water, electricity and others responsibly
PC25. carry out routine cleaning of tools, machine and equipment
PC26. optimize use of electricity/energy in various tasks/activities/processes
PC27. perform periodic checks of the functioning of the equipment/machine and rectify wherever
required
PC28. report malfunctioning and lapses in maintenance of equipment
PC29. use electrical equipment and appliances properly
Use effective waste management/recycling practices
To be competent, the user/individual on the job must be able to:
PC30. identify recyclable, non-recyclable and hazardous waste
PC31. deposit recyclable and reusable material at identified location
PC32. dispose non-recyclable and hazardous waste as per recommended processes

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. strategies pertinent to their field (such as internet searches, asking peers and managers,
enrolling for courses and certifications, etc.) that can be used to pursue an advancement in
their skills
KU2. key performance indicators for the new tasks
KU3. feedback processes and formats
KU4. timelines and goals as well as their relevance to work allocated
KU5. importance of quality and timely delivery of the product/service
KU6. escalation matrix and its importance, especially in case of emergencies
KU7. ways of time and cost management
KU8. rules/regulation for maintaining health and safety at workplace

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KU9. meaning of hazard, different types of health and safety hazards found in the workplace, risks
and threats based on the nature of work
KU10. relevant signage, warnings, labels or descriptions on equipment, etc. while carrying out work
activities
KU11. procedures to report breaches in health, safety and security
KU12. organisation's procedures for different emergency situations and the importance of following
the same
KU13. different methods of cleaning, disinfection, sterilization, and sanitization
KU14. significance of personal hygiene practice including hand hygiene
KU15. path of disease transmission
KU16. correct method of donning and doffing of PPE
KU17. ways of managing resources and material efficiently
KU18. common electrical problems and common practices of conserving electricity
KU19. categorization of waste into dry, wet, recyclable, non-recyclable and items of single-use
plastics and use of different colours of dustbins
KU20. organisation's procedures for minimizing waste
KU21. waste management and methods of waste disposal
KU22. common sources of pollution and ways to minimize it

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. improve and modify work practices

GS2. complete tasks efficiently and accurately within stipulated time
GS3. develop skills and mastery of the technologies prevalent in the industry
GS4. write in at least one language and complete written work with attention to detail
GS5. utilize time and manage workload efficiently
GS6. read and comprehend instructions and documents
GS7. accept feedback in a constructive way
GS8. seek clarifications from superior about the job requirement
GS9. read and comprehend statutory documents relevant to safety and hygiene
GS10. refer all anomalies to the concerned persons
GS11. analyze situations and make appropriate decisions
GS12. decide the most suitable course of action for completing the task within resources

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Perform work as per quality standards 4 9 - 2

PC1. keep workspace clean and tidy - 1 - -

PC2. perform individual role and responsibilities as

per the job role while taking accountability for the 1 1 - 1
work

PC3. record/document tasks completed as per the

- 1 - 1
requirements within specific timelines

PC4. implement schedules to ensure timely

- 2 - -
completion of tasks

PC5. identify the cause of a problem related to own

2 2 - -
work and validate it

PC6. analyse problems accurately and

communicate different possible solutions to the 1 2 - -
problem

Maintain safe, healthy and secure working

16 27 - 4
environment

PC7. comply with organisation’s current health,

1 1 - -
safety, security policies and procedures

PC8. check for water spills in and around the work

space and escalate these to the appropriate 1 2 - 1
authority

PC9. report any identified breaches in health,

safety, and security policies and procedures to the 1 2 - 1
designated person

PC10. use safety materials such as goggles, gloves,

1 2 - 1
ear plugs, caps, ESD pins, covers, shoes, etc.

PC11. avoid damage of components due to

negligence in ESD procedures or any other loss due 2 3 - 1
to safety negligence

PC12. identify hazards such as illness, accidents,

fires or any other natural calamity safely, as per
2 1 - -
organisation's emergency procedures, within the
limits of individual’s authority

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. participate regularly in fire drills or other

safety related workshops organised by the 1 3 - -
company

PC14. report any hazard outside the individual’s

authority to the relevant person in line with
1 3 - -
organisational procedures and warn others who
may be affected

PC15. maintain appropriate posture while

1 1 - -
sitting/standing for long hours

PC16. handle heavy and hazardous materials with

1 1 - -
care, while maintaining appropriate posture

PC17. sanitize workstation and equipment regularly 1 2 - -

PC18. clean hands with soap, alcohol-based

- 1 - -
sanitizer regularly

PC19. avoid contact with anyone suffering from

communicable diseases and take necessary - 1 - -
precautions

PC20. take safety precautions while travelling e.g.

maintain 1m distance from others, sanitize hands 1 2 - -
regularly, wear masks, etc.

PC21. report hygiene and sanitation issues to

1 1 - -
appropriate authority

PC22. follow recommended personal hygiene and

sanitation practices, for example,
1 1 - -
washing/sanitizing hands, covering face with a bent
elbow while coughing/sneezing, using PPE, etc.

Conserve material/energy/electricity 7 16 - 3

PC23. optimize usage of material including water in

1 2 - -
various tasks/activities/processes

PC24. use resources such as water, electricity and

1 2 - 1
others responsibly

PC25. carry out routine cleaning of tools, machine

1 2 - -
and equipment

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC26. optimize use of electricity/energy in various

1 3 - 1
tasks/activities/processes

PC27. perform periodic checks of the functioning of

the equipment/machine and rectify wherever 1 3 - 1
required

PC28. report malfunctioning and lapses in

1 2 - -
maintenance of equipment

PC29. use electrical equipment and appliances

1 2 - -
properly

Use effective waste management/recycling practices 3 8 - 1

PC30. identify recyclable, non-recyclable and

1 2 - 1
hazardous waste

PC31. deposit recyclable and reusable material at

1 3 - -
identified location

PC32. dispose non-recyclable and hazardous waste

1 3 - -
as per recommended processes

NOS Total 30 60 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N9101

NOS Name Organize Work and Resources as per Health and Safety Standards

Sector Telecom

Sub-Sector Generic

Occupation Generic

NSQF Level 4

Credits 1

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N9102: Interact Effectively with Team Members and Customers

Description

This OS unit is about interacting with superiors and colleagues as well as customers and other
stakeholders in own or other work groups within as well as outside the organisation.

Scope

The scope covers the following :

Interact effectively with superiors

Interact effectively with colleagues and customers
Respect differences of gender and ability

Elements and Performance Criteria

Interact effectively with superiors

To be competent, the user/individual on the job must be able to:
PC1. receive work requirements from superiors and customers and interpret them correctly
PC2. inform the supervisor and/or concerned person about any unforeseen disruptions or delays
PC3. participate in decision making by providing facts and figures, giving/accepting constructive
suggestions
PC4. rectify errors as per feedback and ensure the errors are not repeated
Interact effectively with colleagues and customers
To be competent, the user/individual on the job must be able to:
PC5. comply with organisation’s policies and procedures for working with team members
PC6. communicate professionally using appropriate mode of communication such as face-to-face,
telephonic and written
PC7. respond to queries and seek/provide clarifications if required
PC8. co-ordinate with team to integrate work as per requirements
PC9. resolve conflicts within the team/with customers to achieve smooth workflow
PC10. recognize emotions accurately in self and others to build good relationships
PC11. prioritize team and organization goals above personal goals
Respect differences of gender and ability
To be competent, the user/individual on the job must be able to:
PC12. maintain a conducive environment for all the genders at the workplace
PC13. encourage appropriate behavior and conduct with people across gender
PC14. assist team members with disability in overcoming any challenges faced in work
PC15. practice appropriate verbal and non-verbal communication while interacting with People with
Disability (PwD)
PC16. ensure equal participation of the people across genders in discussions

Knowledge and Understanding (KU)

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The individual on the job needs to know and understand:

KU1. organisation's policies on dress code, workplace timings, workplace behaviour, performance
management, incentives, delivery standards, information security, etc.
KU2. organisation's hierarchy and escalation matrix
KU3. importance of establishing good working relationships with colleagues and superiors
KU4. importance of helping colleagues with problems, in order to meet quality and time standards
as a team
KU5. different means and methods of communication
KU6. different types of information that colleagues might need and the importance of providing
this information in an appropriate manner
KU7. organisation's policies and procedures for working with colleagues and superiors
KU8. importance of understanding consequences of gender biased behaviour
KU9. gender based concepts, issues and legislation
KU10. organisation standards and guidelines to be followed for PwD and knowledge about laws,
acts and provisions defined for PwD by the statutory bodies and the right way to use them
including various medical conditions associated with PwD
KU11. health and safety requirements at workplace for PwD
KU12. process of recruiting people for a particular job profile w.r.t PwD and gender
KU13. various government/private schemes and benefits available for PwD and information about
various institutes working for PwD to enable in providing livelihood opportunities for PwD

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. read and comprehend forms, documents and records

GS2. read and write in English and/or local language
GS3. complete work with attention to detail
GS4. listen effectively and orally communicate information
GS5. work as per customer requirements
GS6. communicate with empathy across genders and PwD
GS7. improve and modify work practices
GS8. maintain positive and effective relationships with colleagues and customers
GS9. evaluate the possible solution(s) to the problem

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Interact effectively with superiors 7 15 - 2

PC1. receive work requirements from superiors

1 2 - -
and customers and interpret them correctly

PC2. inform the supervisor and/or concerned

person about any unforeseen disruptions or 2 4 - 1
delays

PC3. participate in decision making by providing

facts and figures, giving/accepting constructive 2 5 - 1
suggestions

PC4. rectify errors as per feedback and ensure

2 4 - -
the errors are not repeated

Interact effectively with colleagues and customers 7 26 - 4

PC5. comply with organisation’s policies and

1 2 - -
procedures for working with team members

PC6. communicate professionally using

appropriate mode of communication such as 2 4 - 1
face-to-face, telephonic and written

PC7. respond to queries and seek/provide

2 4 - 1
clarifications if required

PC8. co-ordinate with team to integrate work as

- 3 - -
per requirements

PC9. resolve conflicts within the team/with

1 5 - 1
customers to achieve smooth workflow

PC10. recognize emotions accurately in self and

1 4 - -
others to build good relationships

PC11. prioritize team and organization goals

- 4 - 1
above personal goals

Respect differences of gender and ability 11 24 - 4

PC12. maintain a conducive environment for all

2 5 - 1
the genders at the workplace

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. encourage appropriate behavior and

2 5 - 1
conduct with people across gender

PC14. assist team members with disability in

3 4 - 1
overcoming any challenges faced in work

PC15. practice appropriate verbal and non-verbal

communication while interacting with People 2 4 - 1
with Disability (PwD)

PC16. ensure equal participation of the people

2 6 - -
across genders in discussions

NOS Total 25 65 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N9102

NOS Name Interact Effectively with Team Members and Customers

Sector Telecom

Sub-Sector Generic

Occupation Generic

NSQF Level 4

Credits 1

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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DGT/VSQ/N0101: Employability Skills (30 Hours)

Description

This unit is about employability skills, Constitutional values, becoming a professional in the 21st Century,
digital, financial, and legal literacy, diversity and Inclusion, English and communication skills, customer
service, entrepreneurship, and apprenticeship, getting ready for jobs and career development.

Scope

The scope covers the following :

Introduction to Employability Skills

Constitutional values - Citizenship
Becoming a Professional in the 21st Century
Basic English Skills
Communication Skills
Diversity & Inclusion
Financial and Legal Literacy
Essential Digital Skills
Entrepreneurship
Customer Service
Getting ready for Apprenticeship & Jobs

Elements and Performance Criteria

Introduction to Employability Skills

To be competent, the user/individual on the job must be able to:
PC1. understand the significance of employability skills in meeting the job requirements
Constitutional values – Citizenship
To be competent, the user/individual on the job must be able to:
PC2. identify constitutional values, civic rights, duties, personal values and ethics and
environmentally sustainable practices
Becoming a Professional in the 21st Century
To be competent, the user/individual on the job must be able to:
PC3. explain 21st Century Skills such as Self-Awareness, Behavior Skills, Positive attitude, self-
motivation, problem-solving, creative thinking, time management, social and cultural
awareness, emotional awareness, continuous learning mindset etc.
Basic English Skills
To be competent, the user/individual on the job must be able to:
PC4. speak with others using some basic English phrases or sentences
Communication Skills
To be competent, the user/individual on the job must be able to:
PC5. follow good manners while communicating with others
PC6. work with others in a team

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Diversity & Inclusion

To be competent, the user/individual on the job must be able to:
PC7. communicate and behave appropriately with all genders and PwD
PC8. report any issues related to sexual harassment
Financial and Legal Literacy
To be competent, the user/individual on the job must be able to:
PC9. use various financial products and services safely and securely
PC10. calculate income, expenses, savings etc.
PC11. approach the concerned authorities for any exploitation as per legal rights and laws
Essential Digital Skills
To be competent, the user/individual on the job must be able to:
PC12. operate digital devices and use its features and applications securely and safely
PC13. use internet and social media platforms securely and safely
Entrepreneurship
To be competent, the user/individual on the job must be able to:
PC14. identify and assess opportunities for potential business
PC15. identify sources for arranging money and associated financial and legal challenges
Customer Service
To be competent, the user/individual on the job must be able to:
PC16. identify different types of customers
PC17. identify customer needs and address them appropriately
PC18. follow appropriate hygiene and grooming standards
Getting ready for apprenticeship & Jobs
To be competent, the user/individual on the job must be able to:
PC19. create a basic biodata
PC20. search for suitable jobs and apply
PC21. identify and register apprenticeship opportunities as per requirement

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. need for employability skills

KU2. various constitutional and personal values
KU3. different environmentally sustainable practices and their importance
KU4. Twenty first (21st) century skills and their importance
KU5. how to use basic spoken English language
KU6. Do and dont of effective communication
KU7. inclusivity and its importance
KU8. different types of disabilities and appropriate communication and behaviour towards PwD
KU9. different types of financial products and services

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KU10. how to compute income and expenses

KU11. importance of maintaining safety and security in financial transactions
KU12. different legal rights and laws
KU13. how to operate digital devices and applications safely and securely
KU14. ways to identify business opportunities
KU15. types of customers and their needs
KU16. how to apply for a job and prepare for an interview
KU17. apprenticeship scheme and the process of registering on apprenticeship portal

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. communicate effectively using appropriate language

GS2. behave politely and appropriately with all
GS3. perform basic calculations
GS4. solve problems effectively
GS5. be careful and attentive at work
GS6. use time effectively
GS7. maintain hygiene and sanitisation to avoid infection

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Introduction to Employability Skills 1 1 - -

PC1. understand the significance of

employability skills in meeting the job - - - -
requirements

Constitutional values – Citizenship 1 1 - -

PC2. identify constitutional values, civic rights,

duties, personal values and ethics and - - - -
environmentally sustainable practices

Becoming a Professional in the 21st Century 1 3 - -

PC3. explain 21st Century Skills such as Self-

Awareness, Behavior Skills, Positive attitude,
self-motivation, problem-solving, creative
- - - -
thinking, time management, social and cultural
awareness, emotional awareness, continuous
learning mindset etc.

Basic English Skills 2 3 - -

PC4. speak with others using some basic

- - - -
English phrases or sentences

Communication Skills 1 1 - -

PC5. follow good manners while communicating

- - - -
with others

PC6. work with others in a team - - - -

Diversity & Inclusion 1 1 - -

PC7. communicate and behave appropriately

- - - -
with all genders and PwD

PC8. report any issues related to sexual

- - - -
harassment

Financial and Legal Literacy 3 4 - -

PC9. use various financial products and services

- - - -
safely and securely

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC10. calculate income, expenses, savings etc. - - - -

PC11. approach the concerned authorities for

- - - -
any exploitation as per legal rights and laws

Essential Digital Skills 4 6 - -

PC12. operate digital devices and use its

- - - -
features and applications securely and safely

PC13. use internet and social media platforms

- - - -
securely and safely

Entrepreneurship 3 5 - -

PC14. identify and assess opportunities for

- - - -
potential business

PC15. identify sources for arranging money and

- - - -
associated financial and legal challenges

Customer Service 2 2 - -

PC16. identify different types of customers - - - -

PC17. identify customer needs and address

- - - -
them appropriately

PC18. follow appropriate hygiene and grooming

- - - -
standards

Getting ready for apprenticeship & Jobs 1 3 - -

PC19. create a basic biodata - - - -

PC20. search for suitable jobs and apply - - - -

PC21. identify and register apprenticeship

- - - -
opportunities as per requirement

NOS Total 20 30 - -

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National Occupational Standards (NOS) Parameters

NOS Code DGT/VSQ/N0101

NOS Name Employability Skills (30 Hours)

Sector Cross Sectoral

Sub-Sector Professional Skills

Occupation Employability

NSQF Level 2

Credits 1

Version 1.0

Last Reviewed Date NA

Next Review Date 29/07/2024

NSQC Clearance Date 29/07/2021

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TEL/N0116: Attend and Make calls for Service and Sales

Description

This OS unit is about providing service assistance to customers via phone and finding opportunities to
pitch telecom products and services on call.

Scope

The scope covers the following :

Attend inbound and outbound calls

Perform proactive selling

Elements and Performance Criteria

Attend inbound and outbound calls

To be competent, the user/individual on the job must be able to:
PC1. analyse the calling scripts given by supervisor/manager
PC2. comply with organizational standards/guidelines for telecalling
PC3. call and attend calls of the customer as per the calling script
PC4. enquire the customer about the reason for calling to understand customer requirements and
needs
PC5. collect customer data from authorized person for service and sales calls
PC6. implement strategies to attain minimum call login time, number of dials, customer contacts
and attendance for the number of days specified
PC7. analyse ways to ensure that the total number of minutes on calls with customers are within
specified limits
PC8. ensure customer calls are put on hold only for the specified time limit and not beyond
PC9. ensure calls, notations and tagging are done in stipulated time
Perform proactive selling
To be competent, the user/individual on the job must be able to:
PC10. achieve minimum typing time (maximum speed) and accuracy
PC11. identify the buying needs and usage pattern of the customers by analysing customer data
PC12. list opportunities to pitch relevant products/services
PC13. inform the customer about the Features, Advantages and Benefits (FABs) along with the
unique selling points of telecom brands available over the competitor models
PC14. offer customized solution from the range of products/services available within the
organisation
PC15. analyse enquiry details obtained from the customer
PC16. inform sales and marketing department about client requirement/ feedback/ comments
relating to product content and pricing
PC17. record all interaction, inquiries, feedback and complaints from customers in the system in a
prescribed format

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Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. significance of the intranet tools and telephony applications available for attending customer
calls
KU2. importance of attendance in time at office/minimum call login hours/typical response
time/service time of processes, products and services
KU3. basic telephonic skills such as answering the call within specified number of rings, call
forward, call hold and call transfer
KU4. difference between desirable and undesirable communication
KU5. means of data storage and collection
KU6. specifications for attending call within time limits to achieve maximum productivity
KU7. concept of Average Call Handling Time (ACHT) and Average Hold time (AHT), its significance
in the overall profitability of the business
KU8. relevant applications, to be able to swap quickly amongst applications for quick call wrap up
KU9. how to probe customers using appropriate open and close ended questions
KU10. basic typing methods, commands, shortcuts to achieve best typing speed
KU11. navigation of intranet tools and Customer Relationship Management (CRM) software to
gather information about customer's account
KU12. different styles and ways of telemarketing
KU13. FABs and other product specifications from the dealer/manufacturer
KU14. complete range of products/services in order to pitch them to the customers
KU15. record complete and correct customer discussions in Customer Relationship Management
(CRM) software/MS Excel
KU16. strengths and limitations of your own product/service vis-a-vis competition

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. speak and understand English and the regional language

GS2. gauge the customers communication style and respond appropriately
GS3. listen carefully to the customers and reply back in a clear and respectful style
GS4. switch over to customer's language to create comfort
GS5. read and comprehend documents and reports
GS6. read and interpret data correctly

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Attend inbound and outbound calls 19 28 - 3

PC1. analyse the calling scripts given by

2 3 - 1
supervisor/manager

PC2. comply with organizational

2 3 - -
standards/guidelines for telecalling

PC3. call and attend calls of the customer as per

2 3 - -
the calling script

PC4. enquire the customer about the reason for

calling to understand customer requirements and 1 3 - -
needs

PC5. collect customer data from authorized person

3 3 - -
for service and sales calls

PC6. implement strategies to attain minimum call

login time, number of dials, customer contacts 3 3 - 1
and attendance for the number of days specified

PC7. analyse ways to ensure that the total number

of minutes on calls with customers are within 2 3 - -
specified limits

PC8. ensure customer calls are put on hold only

3 4 - 1
for the specified time limit and not beyond

PC9. ensure calls, notations and tagging are done

1 3 - -
in stipulated time

Perform proactive selling 21 22 - 7

PC10. achieve minimum typing time (maximum

2 3 - 1
speed) and accuracy

PC11. identify the buying needs and usage

pattern of the customers by analysing customer 3 3 - 1
data

PC12. list opportunities to pitch relevant

3 3 - 1
products/services

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Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. inform the customer about the Features,

Advantages and Benefits (FABs) along with the
3 3 - 1
unique selling points of telecom brands available
over the competitor models

PC14. offer customized solution from the range of

products/services available within the 3 2 - 1
organisation

PC15. analyse enquiry details obtained from the

3 2 - 1
customer

PC16. inform sales and marketing department

about client requirement/ feedback/ comments 2 3 - -
relating to product content and pricing

PC17. record all interaction, inquiries, feedback

and complaints from customers in the system in a 2 3 - 1
prescribed format

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N0116

NOS Name Attend and Make calls for Service and Sales

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

NSQF Level 3

Credits 3

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

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TEL/N0117: Manage Self, Showroom Upkeep and Sale of Products and

Services

Description

This OS unit is about tracking, monitoring and measuring self performance trends through report and
review process.

Scope

The scope covers the following :

Monitor and measure self performance

Review performance with supervisor/manager

Elements and Performance Criteria

Monitor and measure self performance

To be competent, the user/individual on the job must be able to:
PC1. collate and analyse Average Handling Time (AHT), login time/number of dials/customer
contacts/attendance, CRM reports for supervisor’s review
PC2. analyse parameters like security checks, transfer and escalation protocol etc.
PC3. analyse processes related to churn, collection, bad debt recovery, complaint resolution,
resolving query etc.
PC4. compare achieved targets with minimum threshold in internal/external audits
Review performance with supervisor/manager
To be competent, the user/individual on the job must be able to:
PC5. review instant feedback scores received from customers
PC6. analyse feedback received from superiors periodically (monthly/quarterly)
PC7. evaluate self-performance with respect to sales and service targets
PC8. identify personal weakness and strengths as advised by seniors and work accordingly
PC9. collate and analyse casual/verbal feedback received from seniors, colleagues and peer to
understand any issues faced by the team

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. typical response time/service time of processes/products/services

KU2. importance of compliance of parameters like opening greeting, security checks, escalation
protocol etc.
KU3. weekly/monthly targets to be achieved
KU4. daily, weekly and monthly reports to monitor performance
KU5. interpretation of reports and be able to compare with targets/performance

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KU6. processes related to sales, churn, collection, bad debt recovery, complaint, reduction, SLA
adherence, revenue performance

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. speak and understand English and the relevant local language
GS2. read and interpret reports
GS3. show courtesy and professionalism during interaction with supervisor
GS4. take feedback positively and act accordingly

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Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Monitor and measure self performance 20 22 - 7

PC1. collate and analyse Average Handling Time

(AHT), login time/number of dials/customer
5 5 - 2
contacts/attendance, CRM reports for
supervisor’s review

PC2. analyse parameters like security checks,

5 5 - 2
transfer and escalation protocol etc.

PC3. analyse processes related to churn,

collection, bad debt recovery, complaint 5 6 - 2
resolution, resolving query etc.

PC4. compare achieved targets with minimum

5 6 - 1
threshold in internal/external audits

Review performance with supervisor/manager 20 28 - 3

PC5. review instant feedback scores received

4 6 - 1
from customers

PC6. analyse feedback received from superiors

4 6 - -
periodically (monthly/quarterly)

PC7. evaluate self-performance with respect to

4 6 - 2
sales and service targets

PC8. identify personal weakness and strengths as

4 4 - -
advised by seniors and work accordingly

PC9. collate and analyse casual/verbal feedback

received from seniors, colleagues and peer to 4 6 - -
understand any issues faced by the team

NOS Total 40 50 - 10

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National Occupational Standards (NOS) Parameters

NOS Code TEL/N0117

NOS Name Manage Self, Showroom Upkeep and Sale of Products and Services

Sector Telecom

Sub-Sector Service Provider

Occupation Customer Service – Service Segment

NSQF Level 3

Credits 3

Version 2.0

Last Reviewed Date NA

Next Review Date 27/01/2025

NSQC Clearance Date 27/01/2022

Assessment Guidelines and Assessment Weightage

Assessment Guidelines

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will
also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected
elective/option NOS/set of NOS.

4. Individual assessment agencies will create unique question papers for theory part for each candidate at
each examination/training center (as per assessment criteria below).

5. Individual assessment agencies will create unique evaluations for skill practical for every student at
each examination/ training center based on these criteria.

6. To pass the Qualification Pack assessment, every trainee should score the Recommended Pass 50%
aggregate for the QP.

7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

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Minimum Aggregate Passing % at QP Level : 50

(Please note: Every Trainee should score a minimum aggregate passing percentage as specified above, to
successfully clear the Qualification Pack assessment.)

Assessment Weightage

Compulsory NOS

National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks

TEL/N0101.Resolve Customer
Queries, Requests and 40 50 - 10 100 15
Complaints

TEL/N0102.Develop Customer
40 50 - 10 100 15
Relationship

TEL/N0115.Monitor and Analyze

40 50 - 10 100 15
Performance

TEL/N2215.Manage work area

and maintain personal 40 50 - 10 100 10
appearance

TEL/N9101.Organize Work and

Resources as per Health and 30 60 - 10 100 10
Safety Standards

TEL/N9102.Interact Effectively
with Team Members and 25 65 - 10 100 10
Customers

DGT/VSQ/N0101.Employability
20 30 - - 50 5
Skills (30 Hours)

Total 235 355 - 60 650 80

Elective: 1 Call Center

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National
Theory Practical Project Viva Total
Occupational Weightage
Marks Marks Marks Marks Marks
Standards

TEL/N0116.Attend and
Make calls for Service 40 50 - 10 100 20
and Sales

Total 40 50 - 10 100 20

Elective: 2 Relationship Center

National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks

TEL/N0117.Manage Self,
Showroom Upkeep and
40 50 - 10 100 20
Sale of Products and
Services

Total 40 50 - 10 100 20

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Acronyms

NOS National Occupational Standard(s)

NSQF National Skills Qualifications Framework

QP Qualifications Pack

TVET Technical and Vocational Education and Training

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Glossary

Sector is a conglomeration of different business operations having

similar business and interests. It may also be defined as a distinct
Sector
subset of the economy whose components share similar characteristics
and interests.

Sub-sector is derived from a further breakdown based on the

Sub-sector
characteristics and interests of its components.

Occupation is a set of job roles, which perform similar/ related set of

Occupation
functions in an industry.

Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organisation.

OS specify the standards of performance an individual must achieve

when carrying out a function in the workplace, together with the
Occupational
Knowledge and Understanding (KU) they need to meet that standard
Standards (OS)
consistently. Occupational Standards are applicable both in the Indian
and global contexts.

Performance Criteria Performance Criteria (PC) are statements that together specify the
(PC) standard of performance required when carrying out a task.

National
NOS are occupational standards which apply uniquely in the Indian
Occupational
context.
Standards (NOS)

QP comprises the set of OS, together with the educational, training and
Qualifications Pack
other criteria required to perform a job role. A QP is assigned a unique
(QP)
qualifications pack code.

Unit code is a unique identifier for an Occupational Standard, which is

Unit Code
denoted by an ‘N’

Unit title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.

Description gives a short summary of the unit content. This would be

Description helpful to anyone searching on a database to verify that this is the
appropriate OS they are looking for.

Scope is a set of statements specifying the range of variables that an

Scope individual may have to deal with in carrying out the function which have
a critical impact on quality of performance required.

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Knowledge and Understanding (KU) are statements which together

Knowledge and specify the technical, generic, professional and organisational specific
Understanding (KU) knowledge that an individual needs in order to perform to the required
standard.

Organisational context includes the way the organisation is structured

Organisational
and how it operates, including the extent of operative knowledge
Context
managers have of their relevant areas of responsibility.

Technical knowledge is the specific knowledge needed to accomplish

Technical Knowledge
specific designated responsibilities.

Core skills or Generic Skills (GS) are a group of skills that are the key to
learning and working in today’s world. These skills are typically needed
Core Skills/ Generic
in any work environment in today’s world. These skills are typically
Skills (GS)
needed in any work environment. In the context of the OS, these include
communication related skills that are applicable to most job roles.

Electives are NOS/set of NOS that are identified by the sector as

contributive to specialization in a job role. There may be multiple
Electives
electives within a QP for each specialized job role. Trainees must select
at least one elective for the successful completion of a QP with Electives.

Options are NOS/set of NOS that are identified by the sector as

Options additional skills. There may be multiple options within a QP. It is not
mandatory to select any of the options to complete a QP with Options.

NSQC Approved || Telecom Sector Skill Council 53