About the Role:
At Ramsa Business Process Solutions SRL, we help organisations improve customer service, operational accuracy, and process consistency. Our teams support clients across customer operations, back-office services, and business process management.
We are looking for a Quality Assurance Specialist who can monitor service quality, identify performance gaps, and help operational teams maintain high standards. You will work closely with team leaders, trainers, operations staff, and client stakeholders to ensure that customer interactions and internal processes meet agreed quality requirements.
This is a mid-level role for someone who understands quality monitoring, performance analysis, coaching support, and continuous improvement within a BPO, customer service, or shared services environment.
Why Work With Us?
The Environment:
Our workplace in Acerra offers a professional and collaborative environment where operations, quality, training, and workforce teams work closely together.
Meaningful Impact:
Your findings will directly influence employee coaching, process improvements, client satisfaction, and overall service performance.
Career Development:
You will have opportunities to strengthen your skills in quality management, data analysis, compliance monitoring, and operational improvement.
Collaborative Culture:
You will work with experienced professionals who value clear communication, constructive feedback, and practical solutions.
Key Responsibilities:
Quality Monitoring:
Review customer calls, emails, chat interactions, and back-office transactions based on approved quality standards and evaluation criteria.
Performance Evaluation:
Complete accurate quality assessments and provide clear documentation of strengths, errors, risks, and improvement opportunities.
Quality Reporting:
Prepare weekly and monthly reports showing quality scores, recurring issues, compliance concerns, and performance trends.
Coaching Support:
Provide structured feedback to team leaders and employees to support coaching sessions and performance development.
Calibration Sessions:
Participate in regular calibration meetings with operations, training, and client representatives to ensure consistent quality scoring.
Root Cause Analysis:
Investigate recurring errors and identify whether they are caused by knowledge gaps, unclear procedures, system issues, or process weaknesses.
Process Improvement:
Recommend practical changes to workflows, training materials, quality guidelines, and operational procedures.
Compliance Monitoring:
Ensure that employees follow company policies, client requirements, data protection standards, and documented operating procedures.
Training Collaboration:
Work with the training team to identify learning needs and improve refresher training based on quality findings.
Stakeholder Communication:
Present quality results and improvement recommendations to operations managers and client stakeholders in a clear and professional manner.
What We Are Looking For:
Experience:
At least 3 years of experience in quality assurance, customer service operations, BPO services, shared services, or a similar environment.
Quality Knowledge:
Good understanding of quality monitoring, scorecards, calibration, coaching support, compliance reviews, and performance reporting.
Analytical Skills:
Ability to identify patterns, compare performance results, and convert quality data into practical recommendations.
Communication Skills:
Strong written and verbal communication skills with the ability to deliver constructive and professional feedback.
Technical Skills:
Confident using Microsoft Excel, reporting tools, CRM systems, quality monitoring platforms, and standard office software.
Language Skills:
Professional Italian is required. Good working English is preferred for client communication and documentation.
Mindset:
You are objective, organised, detail-oriented, and comfortable addressing quality concerns while maintaining positive working relationships.
Job Types: Full-time, Permanent
Pay: €2,900.00 - €3,700.00 per month
Work Location: In person
