Atain is Hiring for- Senior Manager Quality- Travel Experience Mandate.
? Senior Manager Quality
Driving Operational Excellence & Customer-Centric Transformation
? Role Overview
We are seeking a dynamic and visionary Senior Manager Quality to lead both Transactional and Strategic Quality initiatives across the organization. This role is pivotal in shaping superior customer experiences by strengthening process excellence, enhancing CSAT & NPS, and embedding a culture of continuous improvement.
You will act as a strategic partner to clients and internal stakeholders, ensuring quality is not just measured but consistently elevated.
? Key Responsibilities
? Strategic Leadership & Governance
Lead end-to-end quality strategy across multiple client accounts, spanning diverse geographies and time zones.
Establish, refine, and govern robust quality frameworks aligned with organizational and client expectations.
Drive governance excellence by reviewing performance and implementing structured mechanisms for continuous improvement.
? Quality Excellence & Transformation
Champion process excellence by evaluating current methodologies and introducing innovative quality improvement practices.
Leverage data-driven insights to identify trends, mitigate risks, and drive sustained performance enhancement.
Own and improve key metrics such as CSAT, NPS, and SLA adherence.
? Stakeholder & Client Management
Build and nurture robust relationships with clients and leadership stakeholders, acting as a trusted quality advisor.
Effectively communicate performance metrics, achievements, and improvement plans in governance forums.
Drive change management initiatives, influencing stakeholders to adopt best practices.
? Team Leadership & Capability Development
Lead, mentor, and inspire high-performing teams, fostering a culture of accountability and excellence.
Provide structured feedback, coaching, and development opportunities to enhance team capabilities.
Align team objectives with business goa