Quality analysts in BPO are responsible for ensuring that all processes are carried out per required standards. This is done by measuring the quality and performance of the business process outsourcing (BPO) team. A quality analyst must be able to track KPIs (key performance indicators), which can help measure the efficiency, productivity, and effectiveness of BPO operations.

What are the KPIs of quality analysts in BPO?

1. Accuracy

Accuracy refers to the ability to get things right. Quality analysts are responsible for ensuring that their work is accurate and consistent, which means they need to be able to detect and correct errors in data, processes, and systems.

Analysts should also be able to identify quality issues in the BPO project that could affect its overall success or failure. For example, if an analyst notices that some customers are unhappy with their service experience because of certain aspects of their interaction with your company (e.g., long wait times on hold), then this would be considered a quality issue that needs addressing immediately so as not to lose more customers over time due solely on poor customer service experiences!

2. Speed

Speed is a KPI of quality analysts in BPO. It is important because it helps to reduce costs and deliver quality service, which, in turn, improves customer satisfaction.

Speed can be defined as the ability to complete tasks quickly while maintaining high standards of artistry and accuracy.

3. Customer Satisfaction

Customer satisfaction is a measure of the quality of your product or service. It’s important because it can help you to improve your business in the long term, but it also has other benefits:

Customer satisfaction will help you understand how well you meet customers’ expectations. This is crucial for improving customer retention and loyalty, saving money on marketing costs over time.

When done correctly, surveys allow you to identify areas where improvements need to be made, so these problems don’t affect future performance (such as low morale among staff).

4. Cost

Cost is a very important KPI for quality analysts in BPO. The cost of poor quality, non-quality, and failure are quite high. You can calculate the cost by multiplying the following:

  • Cost of Poor Quality = Direct Losses + Indirect Losses + Internal Failure Costs
  • Cost of Non-Quality = Direct Losses + Indirect Losses + Internal Failure Costs
  • Cost of Failure = Direct Losses + Indirect Losses

What are the KPIs of quality analysts in BPO?

  • Accuracy: This is the most important KPI of a quality analyst. Analysts should have high accuracy to ensure their work is accurate and error-free.
  • Speed: Quality analysts need to be quick at what they do because taking too long will affect their performance in other areas, such as customer satisfaction or cost reduction.
  • Customer Satisfaction: Analysts need to keep their clients happy by providing them with good service and answering any questions promptly when needed so that clients don’t switch over from one company or another due to poor customer service standards being met by employees within an organization where there may not be enough resources available for every task assigned out onto teams working together under one umbrella name (such as “BPO”).

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When it comes to quality analysts in BPO, you need to have the right skills. You also need to be able to work in a team environment and communicate effectively with your colleagues and clients.

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