Job Description

Role: Manager Quality (Transaction Quality)Domain:

Travel DomainLocation:

GurgaonCompany:

Atain

Role OverviewAtain is seeking an experienced

Quality Leader

with strong exposure to the

Travel domainThe role will be responsible for driving transaction quality excellence, leading quality teams, and partnering with stakeholders to improve service delivery, compliance, and customer experience across vacation rental operations.Key ResponsibilitiesTeam LeadershipLead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacation rental processesCoach, mentor, and develop team members to drive performance, engagement, and capability buildingEnsure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarksQuality GovernanceOversee transaction monitoring frameworks, quality scorecards, and related documentationConduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectationsEnsure quality metrics meet or exceed agreed SLAs and KPIsStakeholder ManagementCollaborate closely with internal operations, training, analytics, and client stakeholdersPresent data-driven insights, root cause analysis, and recommendations to improve service quality and guest/host experienceProcess ImprovementIdentify end-to-end process gaps across booking management, guest support, host support, cancellations, escalations, and complianceDrive corrective and preventive action (CAPA) plans based on quality findings and defect trendsIntroduce best practices, automation,



and new quality initiatives to enhance transaction accuracy and customer satisfactionReporting & AnalyticsAnalyze agent-level, process-level, and location-level performance trendsPrepare and publish weekly and monthly quality dashboards and reportsIdentify bottom quartile performers and partner with operations and training teams to design improvement plansQuality Frameworks & MethodologiesDrive continuous improvement initiatives using Six Sigma and quality management methodologiesApply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control chartsPromote a culture of data-backed decision-making and continuous improvementRequired Skills & QualificationsMandatory experience in the

Travel domain

(e.g., property management, short-term rentals, hospitality support)Solid background in

transaction quality

within BPO, contact center, or shared services environmentsProven people management and leadership experienceStrong analytical, reporting, and data interpretation skillsProficiency in MS Office (Advanced Excel, PowerPoint, Word)Excellent communication and stakeholder management skillsHighly organized, detail-oriented, and target-driven mindset

Our CommitmentAtain is committed to providing equal employment opportunities to all individuals based on job-related qualifications and their ability to perform the role. We foster a professional, inclusive, and respectful work environment free from discrimination, harassment, or bias.

Interested Candidates share resume- Swapnil- (phone hidden)

📌 Quality Assurance Manager (Mumbai)
🏢 Atain
📍 Mumbai