Job Description Role: Manager Quality (Transaction Quality)

Domain: Travel Domain

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.

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., prope

📌 Quality Manager (Gurugram)
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