Description

Certification Name: Certified Service Quality Manager

Global Occupational Skill Standard – GOSS ID: GOSS/M/CSQM/V1

Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).

Objective: The Certified Service Quality Manager course is designed to develop professionals who can strategically manage, evaluate, and enhance the quality of service delivery across various industries. This program equips learners with the tools, techniques, and frameworks required to define service standards, monitor performance, and implement continuous improvement initiatives.

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, You will be redirected to payment gateway, pay fee by any available options like Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Fundamentals of Service Quality Management: Definition and importance of service quality, Characteristics of services vs. products, Service quality dimensions (SERVQUAL model), Customer expectations and perceptions, Service quality in different sectors, Role of the service quality manager.

Module 2: Designing Service Quality Systems: Service blueprinting and process mapping, Service standards and benchmarks, Developing service quality metrics, Voice of the customer (VOC) integration, Failure Mode and Effects Analysis (FMEA) in services, Designing service recovery systems.

Module 3: Measuring and Monitoring Service Quality: Tools for measuring service quality (surveys, feedback, mystery shopping), Key Performance Indicators (KPIs) for service quality, Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), Data analysis and interpretation, Dashboard reporting and visualization, Continuous quality monitoring techniques.

Module 4: Improving and Managing Service Quality: Root cause analysis and problem-solving tools, Total Quality Management (TQM) in services, Quality improvement models (PDCA, Six Sigma), Service redesign and innovation, Managing change and employee involvement, Quality circles and Kaizen in services.

Module 5: Customer-Centric Culture and Leadership: Building a service-oriented culture, Leadership role in quality assurance, Training and empowering service teams, Internal customer satisfaction, Communication and motivation strategies, Recognition and reward systems for quality.

Module 6: Strategic Service Quality Management: Aligning service quality with business strategy, Benchmarking and competitive analysis, Risk management in service delivery, Quality certifications and standards (ISO 9001, COPC, etc.), Technology and digital tools in service quality, Future trends and innovations in service excellence.

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.