Challenges Experienced by Job Seekers During the Qualification Verification Process Conducted by the Zambia Qualifications Authority (ZAQA): Evidence from Ndola District, Zambia

Abstract

Qualification verification is an important component of education and employment systems because it establishes the authenticity, validity and recognition of academic and professional qualifications. In Zambia, the Zambia Qualifications Authority (ZAQA) is responsible for coordinating qualification recognition and verification. However, job seekers may encounter challenges during the verification process that can affect their participation in recruitment processes. This study examined the challenges experienced by job seekers during the qualification verification process conducted by ZAQA in Ndola District, Zambia, assessed how these challenges affect employment opportunities, and identified strategies for improving verification services. The study adopted a mixed-methods research approach using a descriptive research design and a convergent parallel mixed-methods design. Data were collected from 150 participants comprising 145 job seekers who completed structured questionnaires and five ZAQA officials who participated in semi-structured interviews. Quantitative data were analysed using frequencies and percentages, while qualitative data were analysed thematically. The study was guided by Systems Theory. The findings revealed that long processing time was the most frequently reported challenge, accounting for 33.1% of job seekers, followed by high verification fees (21.4%), poor communication and feedback (16.6%), technical challenges with the online system (13.1%), repeated submission of documents (10.3%), and limited accessibility to ZAQA services (5.5%). The challenges affected employment opportunities mainly through delayed recruitment processes (38.6%), missed employment opportunities (23.4%), increased financial burdens (17.9%), reduced motivation to apply for jobs (11.7%), and loss of employer confidence (8.4%). Respondents identified faster processing, improved communication, stronger online verification systems, reduced verification fees, increased staffing and improved institutional collaboration as key strategies for improving the system. The study concludes that qualification verification should be treated as an interconnected service-delivery system involving ZAQA, applicants, educational institutions, technology and employers. Improving coordination among these components is essential for reducing delays and enhancing employment outcomes.