Abstract: This article studied the application practice of big data technology in customer service quality management, analyzed the application cases and technical solutions of big data in customer service quality management, and put forward feasible technical routes and construction framework for the digital analysis and evaluation of service quality of railway customer service center. The article applied the mainstream big data processing technology and data analysis and processing algorithm to integrate the customer service process data of railway customer service center based on data warehouse technology, and implemented the unified management and call analysis of structured data, semi-structured data and unstructured data. It used natural speech recognition technology to validate the conversion algorithm and proposed a mechanism to improve efficiency. At the same time, combined with typical analysis indicators of customer service quality, it designed and developed a data scheme of service quality analysis through business analysis model, basic data model and analysis algorithm. The development of platform framework, technical route and prototype platform can provide feasible construction ideas and solutions for the large data application of railway customer service center. In practical application, it can improve management ability of customer service quality, improve service quality management mechanism and reduce the cost of service quality management of railway customer service center.