Job Description
Job Description
nRole: Manager Quality (Transaction Quality)
nDomain: Travel Domain
nLocation: Gurgaon
nCompany: Atain
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nRole Overview
nAtain is seeking an experienced Quality Leader with robust 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
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- Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacation rental processesn
- Coach, mentor, and develop team members to drive performance, engagement, and capability buildingn
- Ensure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarksn

nQuality Governance
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- Oversee transaction monitoring frameworks, quality scorecards, and related documentationn
- Conduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectationsn




- Ensure quality metrics meet or exceed agreed SLAs and KPIsn

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

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

nReporting & Analytics
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- Analyze agent-level, process-level, and location-level performance trendsn
- Prepare and publish weekly and monthly quality dashboards and reportsn
- Iden

📌 Quality Assurance Manager (Gurugram)
🏢 Atain
📍 Gurugram