Process/Quality Analyst (BPO)

About This Course

A Process/Quality Analyst (BPO) in the media, advertising, and PR industry focuses on ensuring service quality, process efficiency, and compliance across client delivery operations. This course equips learners with the skills to monitor quality KPIs, conduct audits, and analyze performance metrics such as accuracy, turnaround time (TAT), and client SLAs. Participants gain hands-on experience with tools like Excel, along with exposure to SQL and BI dashboards for reporting and analysis. The program emphasizes quality assurance, process improvement, and performance optimization in fast-paced, client-driven environments. Learners will understand how to identify process gaps, reduce errors, and enhance service delivery standards. By the end of the course, they are prepared for roles in quality and process analytics, with career progression into quality management, operations excellence, and service delivery leadership positions.

Key Responsibilities

• Monitor process quality and compliance standards
• Conduct quality audits and transaction evaluations
• Analyze process performance metrics and identify gaps
• Prepare quality reports and dashboards
• Implement quality improvement initiatives
• Track SLA and KPI adherence
• Perform root cause analysis and recommend corrective actions
• Develop process documentation and standard operating procedures (SOPs)
• Coordinate with operations teams to improve service delivery
• Drive continuous improvement and process optimization programs

Growth Path

Tools Used

Perfect For

Business and Commerce Graduates | Aspiring Quality and Process Analysts | Professionals Interested in BPO and Service Operations | Individuals Seeking Careers in Media, Advertising, and PR Operations | Professionals Interested in Continuous Improvement and Operational Excellence

Fee Structure