Job Description Role: Manager Quality (Transaction Quality)Domain: Travel Domain Atain is seeking an experienced Quality Leader with solid 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. 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 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 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 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 Promote a culture of data-backed decision-making and continuous improvement 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

📌 Claims Quality Assurance Officer (Gurugram)
🏢 Atain
📍 Gurugram