A method, a system and a computer program product for analyzing customer service quality is disclosed. A plurality of customer call service quality parameters is identified using historical data. The plurality of customer call service quality parameters is quantified and correlated. The customer service quality is analyzed using the plurality of customer call service quality parameters. A repository is generated using the historical data of a plurality of customer calls and a set of pre-defined customer call flow templates. A subset of service quality queries is identified using contextual information of the customer call from the repository of service quality queries. The subset of service quality queries is then interspersed in the customer call. The customer service quality is analyzed using responses to the subset of service quality queries.