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 strong 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 goals and ensure consistent delivery on performance targets.

? Risk Management & Problem Solving

Proactively identify risks related to process changes, transitions, or new business acquisitions.

Develop mitigation strategies and ensure seamless execution with minimal disruption.

Take ownership of resolving operational challenges, ensuring smooth delivery.

? Operational Excellence

Collaborate cross-functionally to remove bottlenecks and ensure superior quality output.

Maintain a proactive, solution-oriented approach to handle business-critical issues.

Ensure flexibility in work schedules to meet evolving client and organizational needs.

? What We’re Looking For

✅ Core Competencies

Strong leadership with proven ability to build and manage high-performing teams.

Exceptional analytical and problem-solving mindset with a structured approach.

Excellent communication and stakeholder management skills.

Ability to influence, negotiate, and drive change at all levels.

✅ Experience & Exposure

Demonstrated experience in client engagement and stakeholder interfacing.

Hands-on expertise with quality tools, frameworks, and methodologies.

Proven track record in managing complex operations and delivering measurable results.

? Success in This Role Means

Delivering measurable improvements in customer experience and quality metrics

Building a future-ready quality function

Creating a solid, engaged, and high-performing team

Becoming a trusted partner for clients and business leaders ✨ Why This Role?

This is more than a leadership role—it’s an opportunity to own transformation, influence strategy, and create measurable impact across the organization. Interested candidates share resume- Swapnil- (phone hidden)

📌 Senior Manager Quality (Gurugram)
🏢 Atain
📍 Gurugram