Senior Manager Quality (Transaction Quality)

Company: Atain
Location: Gurgaon

Role Overview

Atain is seeking a seasoned Senior Manager with strong experience in the travel/airlines domain, including exposure to GDS / Travel process, to lead transaction quality operations. The role focuses on driving quality excellence, enhancing customer experience, and managing high-performing quality teams within a dynamic BPO environment.

Key Responsibilities

1. Team Leadership

- Lead and manage a team of Quality Analysts, Evaluators, and Team Leaders supporting travel/airline processes
- Drive team performance through coaching, mentoring, and capability development
- Ensure adherence to defined quality standards and operational excellence benchmarks

2. Quality Governance

- Oversee transaction monitoring, audits, and quality documentation
- Conduct weekly dip checks, audits, and calibration sessions to ensure consistency and compliance
- Maintain alignment with client expectations, SLAs, and quality frameworks

3. Stakeholder Management

- Collaborate with internal teams and external clients to drive quality improvements
- Provide data-backed insights and recommendations to optimize performance
- Act as a key point of contact for quality-related discussions and escalations

4. Process Improvement

- Identify end-to-end process gaps within travel/airline workflows
- Implement corrective and preventive action (CAPA) plans based on quality insights




- Drive continuous improvement initiatives and best practices across processes

5. Reporting & Analytics

- Analyze agent performance, error trends, and process metrics
- Publish weekly and monthly quality dashboards and reports
- Identify bottom quartile performers and implement targeted improvement strategies

6. Quality Frameworks & Methodologies

- Apply Six Sigma and quality management principles to enhance process efficiency
- Utilize tools such as Pareto Analysis, FMEA, SIPOC, and root cause analysis techniques
- Drive structured quality improvement programs across operations

Required Skills & Qualifications

- Mandatory experience in the travel/airlines domain (GDS knowledge preferred – Amadeus, Sabre, Galileo)
- Strong background in transaction quality within BPO/KPO operations
- Proven people management and leadership experience
- Excellent analytical, reporting, and problem-solving skills
- Proficiency in MS Office (Excel, PowerPoint, Word)
- Strong communication and stakeholder management skills
- Highly detail-oriented, organized, and performance-driven

Why Join Atain

Atain offers a collaborative and inclusive work environment with a strong focus on skilled growth, innovation, and excellence. We are committed to providing equal employment opportunities and fostering a workplace free from bias and discrimination

📌 Senior Manager Quality - Travel Process (Gurugram)
🏢 Atain
📍 Gurugram