Opportunity Description
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 ...
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