BPO Statement of Work Adherence Audit

Inspection template for verifying that delivered BPO services, scope, exclusions, and service levels match the signed Statement of Work (SOW), and for flagging scope creep or out-of-scope work for change control.

Audit Details and SOW Reference

• SOW document version matches the active signed agreement
  Record the SOW title, version, effective date, and amendment number if applicable.
• Audit period is clearly defined
  Specify the service period covered by this audit.
• Business unit, vendor, and service tower identified
  Capture the client business unit, BPO provider, and service tower or process area.
• Applicable SOW exhibits, SLAs, and change orders reviewed
  Verify the inspector reviewed the signed SOW, exhibits, SLAs, and any approved amendments or change orders.

Scope and Deliverables

• Delivered services match the in-scope activities listed in the SOW
  Confirm the vendor performed only the activities explicitly included in scope.
• Required deliverables were produced on time
  Rate timeliness of required deliverables against the SOW schedule.
• Deliverable quality meets SOW acceptance criteria
  Assess whether outputs met the documented acceptance criteria, format, and completeness requirements.
• Excluded activities were not performed without approval
  Confirm no excluded services or prohibited activities were performed unless approved through change control.
• Scope gaps or missing deliverables identified
  Select any observed deficiencies in scope execution.

Service Levels and Performance

• SLA attainment meets contractual threshold
  Enter the measured SLA attainment percentage for the audit period.
• KPI reporting was submitted as required
  Verify required KPI or dashboard reporting was delivered at the frequency defined in the SOW.
• Service exceptions were escalated within required timelines
  Confirm exceptions, breaches, or service incidents were escalated according to the contractual escalation path.
• Performance trend compared to prior period
  Assess whether performance improved, declined, or remained stable relative to the previous audit period.

Scope Creep and Change Control

• Any out-of-scope work was documented and approved
  Verify that any work outside the signed SOW was supported by an approved change request, amendment, or written authorization.
• Unplanned requests were routed through change control
  Confirm ad hoc requests from stakeholders were evaluated and routed through the formal change control process before execution.
• Scope creep indicators observed
  Select any indicators that suggest the service scope expanded without authorization.
• Change request log is current and complete
  Verify all approved changes are captured in the change request log or contract repository.

Governance, Documentation, and Closeout

• Evidence package supports audit findings
  Confirm the audit file includes source evidence such as reports, tickets, emails, dashboards, and approved amendments.
• Deficiencies were logged with owner and due date
  Verify each deficiency or non-conformance has an assigned owner, corrective action, and target completion date.
• Stakeholder sign-off obtained for findings
  Capture acknowledgment from the audit owner or contract manager.
• Overall audit summary
  Summarize key conformances, deficiencies, scope creep concerns, and recommended next steps.