About the Role

RuralShores Business Services is looking for an experienced Senior Manager – Quality & Training to lead the Quality and Training functions for our E-commerce Voice & Chat process at Garchuk, Guwahati, Assam.

The role involves a 70:30 split between Quality Management and Training Management, with primary ownership of quality governance, process adherence, customer experience and continuous improvement.

The incumbent will lead the Quality and Training teams, partner with Operations and client stakeholders, and drive measurable improvements in process performance and employee capabilities.

We are also open to considering candidates at the Manager level, depending on their experience and overall suitability.

Location: Garchuk, Guwahati, Assam

Experience: 8–14 Years

Hiring ID: RSBS/REC/2026067

Responsibilities:

- Lead and mentor the Quality team, ensuring alignment with organizational and client quality objectives.
- Drive quality governance, including BQ/Quality Scorecards, Quality Staircase, audits, calibrations and SLA adherence.
- Monitor key metrics such as CSAT, DSAT, FCR, AHT and Quality Scores to identify performance gaps and improvement opportunities.
- Drive trend analysis, Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA).
- Partner with Operations to improve process adherence,



reduce defects and enhance customer experience.
- Oversee the Training function (30% of the role), including induction, process training, refresher training and employee upskilling.
- Identify training needs based on quality trends and operational performance, and measure training effectiveness.
- Lead quality reviews, client escalations, governance discussions and performance presentations.
- Drive continuous improvement initiatives and develop a high-performing Quality and Training team.

Qualifications:

- 8–14 years of experience in BPO / Contact Centre Quality Management.
- Strong inbound Voice / Customer Service process experience is mandatory.
- Proven experience in managing and leading Quality teams, with exposure to Training Management.
- Experience in E-commerce, Retail or Customer Service processes is preferred.
- Robust knowledge of Quality Scorecards, audits, calibration, RCA, CAPA and customer experience metrics.
- Good analytical, reporting, presentation and stakeholder management skills.
- Exposure to COPC, compliance audits or Lean Six Sigma will be an added advantage.
- Graduate in any discipline.

Important: Candidates with predominantly Sales, Outbound Telecalling, Collections/Recovery or purely Non-Voice experience will not be considered.

📌 Senior Manager – Quality & Training (Guwahati)
🏢 RuralShores Business Services
📍 Guwahati