Job DescriptionJob Description
NRole: Manager Quality (Transaction Quality)
N Domain: Travel Domain
N Location: Gurgaon
N Company: Atain
N nRole Overview
nAtain is seeking an experienced Quality Leader with solid exposure to the Travel domain
NThe 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.
NKey Responsibilities
nTeam Leadership
N
- n
- Lead and manage ateam of Quality Evaluators and Quality Team Leaders supporting vacation rental processes N
- Coach, mentor, and develop team members to drive performance, engagement, and capability building N
- Ensure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarks N

nQuality Governance
N
- n
- Oversee transaction monitoring frameworks, quality scorecards, and related documentation N
- Conduct regular dip checks, audits,



and calibration sessions to ensure alignment with process and client expectations N
- Ensure quality metrics meet or exceed agreed SLAs and KPIs N

nStakeholder Management
N
- n
- Collaborate closely with internal operations, training, analytics, and client stakeholders N
- Present data-driven insights, root cause analysis, and recommendations to improve service quality and guest/host experience N

nProcess Improvement
N
- n
- Identify end-to-end process gaps across booking management, guest support, host support, cancellations, escalations, and compliance N
- Drive corrective and preventive action (CAPA) plans based on quality findings and defect trends N
- Introduce best practices, automation, and new quality initiatives to enhance transaction accuracy and customer satisfaction N

nReporting & Analytics
N
- n
- Analyze agent-level, process-level, and location-level performance trends N
- Prepare and publish weekly and monthly quality dashboa

📌 Quality Assurance Manager (India)
🏢 Atain
📍 India