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Run: BPO Statement of Work Adherence Audit

Audit delivered BPO work against the signed SOW, SLAs, and change orders so you can spot scope creep, missed deliverables, and unapproved extras before they ...

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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 critical (required)

Verify the inspector reviewed the signed SOW, exhibits, SLAs, and any approved amendments or change orders.

Yes No N/A

Scope and Deliverables

Delivered services match the in-scope activities listed in the SOW critical (required)

Confirm the vendor performed only the activities explicitly included in scope.

Yes No N/A

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 critical (required)

Confirm no excluded services or prohibited activities were performed unless approved through change control.

Yes No N/A

Scope gaps or missing deliverables identified

Select any observed deficiencies in scope execution.

Note (optional)

Service Levels and Performance

SLA attainment meets contractual threshold critical (required)

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.

Yes No N/A

Service exceptions were escalated within required timelines critical (required)

Confirm exceptions, breaches, or service incidents were escalated according to the contractual escalation path.

Yes No N/A

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 critical (required)

Verify that any work outside the signed SOW was supported by an approved change request, amendment, or written authorization.

Yes No N/A

Unplanned requests were routed through change control critical (required)

Confirm ad hoc requests from stakeholders were evaluated and routed through the formal change control process before execution.

Yes No N/A

Scope creep indicators observed

Select any indicators that suggest the service scope expanded without authorization.

Note (optional)

Change request log is current and complete

Verify all approved changes are captured in the change request log or contract repository.

Yes No N/A

Governance, Documentation, and Closeout

Evidence package supports audit findings critical (required)

Confirm the audit file includes source evidence such as reports, tickets, emails, dashboards, and approved amendments.

Yes No N/A

Deficiencies were logged with owner and due date critical (required)

Verify each deficiency or non-conformance has an assigned owner, corrective action, and target completion date.

Yes No N/A

Stakeholder sign-off obtained for findings critical (required)

Capture acknowledgment from the audit owner or contract manager.

Overall audit summary

Summarize key conformances, deficiencies, scope creep concerns, and recommended next steps.

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