The Minimally Qualified Candidate (MQC) Profile is integral to a valid and reliable certification exam. This main character must be clearly-defined before starting the exam development project. From designing the blueprint, composing test questions to identifying the passing score, the MQC Profile provides subject matter experts (SMEs) with a mental picture to help them determine the point of separation between minimally-proficient and less-than-proficient qualifications. As simple as I can explain it, what are the “just-enough-skills”¹ for a candidate to become certified?

I create the first draft of this mental picture. I use a variety of resources to gather information for this task. I look at the roles and personas used in our courses. I speak with team members outside of the training organization to determine what profile they have in mind. And I may review customer feedback. In my line of work in information technology, I often reach out to product management, customer support and professional services teams to gather information.

If you have subject matter resources from different teams available at one location, I recommend getting the group together and leading the discussion to formulate the MQC Profile.

Using our Sniffty Company example, let's say I receive a request for a new certification project for remote contact center support agents. I discover that according to customer satisfaction research (or Net Promoter Score), customer satisfaction has gone down even though there has been an increase in part-time support agents hired.

I ask Customer Support (CS) for more information on what they want to address. I find out that the CS executive team wants to create a standard test for part-time and full-time agents for the consumer product line on their ability to answer calls professionally, to navigate the software interface with ease, and to know the basic out-of-the-box install issues of the consumer device. I ask another department called Professional Technical Services, which installs commercial-size scent mixers, for a different perspective. A technical consultant says it is important know both software and the consumer device to answer consumer questions but basic information is sufficient. I check the curriculum project schedule and notice the software course is being updated.

With different pieces of information, I form the minimally qualified candidate on paper. I am partial to charts and diagrams because it helps me visualize the learning path and the candidate profile in one view. Below is what I would construct to form the mental picture of the MQC Profile.

Figure 3.1: Creating the Mental Image of the MQC Profile

The Sniffty Certified Consumer Support Associate (CCSA) is a technical associate who assists consumers with software and device issues out-of-the-box through phone support. It is recommended that the minimally qualified candidate:

• Has knowledge of HTML and web technologies
• Completes the Sniffty associate customer communication course
• Completes the Sniffty software foundation course v5.1
• Completes the Sniffty consumer device basic troubleshooting course v5

I want to know if this mental picture aligns with what SMEs have in mind as well. And if not, what adjustments should I make?

Figure 3.2: Feedback Communication for the MQC

The exercise to determine the MQC Profile culminates with a group discussion based on my draft. We edit and make changes until we reach a consensus. With this essential element of exam development in place, I can proceed to the next task, which is to build the project schedule and business case.

Can the MQC profile be one of the personas or roles used in the training courses? Yes, if your process determines that the MQC profile is the same as the persona or role being used to teach your courses.

What happens when the MQC profile is not finalized before SMEs design test topics, compose and review the test items?

• During review of the blueprint, you will notice reviewers disagreeing on what proficiencies are considered minimum for the intended candidate.
• During item development, SMEs end up composing questions that are either too easy or too difficult for the intended candidate.
• During standard setting when a group of SMEs validate test items to determine the cut-score (passing score), you will notice discrepancies in the scoring. Some reviewers will find questions too easy while others will say it's advanced for the intended candidate.

Each scenario above adds to the time spent developing the project. This confusion can be avoided with a discussion of the Minimally Qualified Candidate Profile at the beginning of the design, development and review phases. This will be discussed in succeeding chapters.

ASSIGNMENT FOR THIS CHAPTER:

• Compile information about the minimally qualified candidate for your exam project
• Answer the question: What are the essential background skills, training and experience (if applicable) needed to meet the minimum proficiencies?
• Create a diagram of the MQC profile and certification path

Present the MQC profile to subject matter experts for their feedback and sign-off or, if you have different SMEs available onsite, lead a discussion of the MQC Profile.

Footnote:

¹ Tannenbaum/Wylie (2008), Linking English-Language Test Scores Onto the Common European Framework of Reference: An Application of Standard-Setting Methodology (RR-08-34)