Position Overview

The Quality Compliance Analyst in a Business Process Outsourcing (BPO) environment is responsible for monitoring service quality, ensuring regulatory and contractual compliance, and driving continuous improvement across customer support and back-office operations. The role ensures adherence to client SLAs, internal quality frameworks, data protection standards, and industry regulations.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails, tickets) for quality and compliance
• Conduct regular quality audits aligned with client SLAs and KPIs
• Ensure adherence to regulatory requirements (e.g., data privacy, financial regulations where applicable)
• Track quality scores, compliance metrics, and performance trends
• Identify gaps and implement Corrective and Preventive Actions (CAPA)
• Calibrate with Operations and ...