Job Description
Role: Manager Quality (Transaction Quality)
Domain: Travel Domain
Location: Gurgaon
Company: Atain

Role Overview
Atain is seeking an experienced Quality Leader with robust exposure to the Travel domain
The 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 Responsibilities
Team Leadership
Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacation rental processes
Coach, mentor, and develop team members to drive performance, engagement, and capability building
Ensure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarks
Quality Governance
Oversee transaction monitoring frameworks, quality scorecards, and related documentation
Conduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectations
Ensure quality metrics meet or exceed agreed SLAs and KPIs
Stakeholder Management
Collaborate closely with internal operations, training, analytics, and client stakeholders
Present data-driven insights, root cause analysis, and recommendations to improve service quality and guest/host experience
Process Improvement
Identify end-to-end process gaps across booking management, guest support, host support, cancellations, escalations, and compliance
Drive corrective and preventive action (CAPA) plans based on quality findings and defect trends
Introduce best practices, automation,



and new quality initiatives to enhance transaction accuracy and customer satisfaction
Reporting & Analytics
Analyze agent-level, process-level, and location-level performance trends
Prepare and publish weekly and monthly quality dashboards and reports
Identify bottom quartile performers and partner with operations and training teams to design improvement plans
Quality Frameworks & Methodologies
Drive continuous improvement initiatives using Six Sigma and quality management methodologies
Apply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control charts
Promote a culture of data-backed decision-making and continuous improvement
Required Skills & Qualifications
Mandatory experience in the Travel domain (e.g., property management, short-term rentals, hospitality support)
Strong background in transaction quality within BPO, contact center, or shared services environments
Proven people management and leadership experience
Strong analytical, reporting, and data interpretation skills
Proficiency in MS Office (Advanced Excel, PowerPoint, Word)
Excellent communication and stakeholder management skills
Highly organized, detail-oriented, and target-driven mindset

Our Commitment
Atain 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.

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