Senior Manager – Quality & Training

RuralShores Business Services Pvt Ltd; Kamrup Metropolitan; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

RuralShores Business Services Pvt Ltd in Guwahati, Assam, seeks a Senior Manager–Quality & Training to lead the Quality and Training functions for our E-commerce Voice & Chat process. The role features 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 head Quality and Training teams, collaborating with Operations and client stakeholders to drive

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.
• Strong 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.

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 CSAT, DSAT, FCR, AHT and Quality Scores to identify performance gaps and improvement opportunities.
• Drive trend analysis, Root Cause Analysis (RCA) and 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 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.

Skills

Quality Management

Training Management

Stakeholder Management

Analytics & Reporting

Process Improvement

Education

Graduate in any discipline

Tools

Quality Scorecards

Audits & Calibrations

RCA & CAPA

Lean Six Sigma

Job description

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.

Experience: 8–14 Years

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.
• Strong 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.