Assistant Manager - Quality (Travel/Airlines Domain)

Location: Gurgaon

Department: Quality Assurance / Operations Excellence

Reporting To: Quality Manager / Senior Manager Quality

Job Summary

We are seeking an experienced Assistant Manager - Quality with a strong background in the Travel and Airlines domain to drive transaction quality excellence, process compliance, and continuous improvement initiatives. The ideal candidate will possess expertise in quality management, team leadership, stakeholder engagement, reporting & analytics, and customer experience enhancement. Exposure to GDS platforms (Amadeus, Sabre, Galileo, Worldspan) and travel operations is highly desirable.

The role requires managing quality teams, ensuring adherence to client and organizational quality standards, identifying process improvement opportunities, and driving operational excellence through data-driven insights and quality methodologies.

Key Responsibilities

Team Leadership & People Management

- Lead and manage a team of Quality Analysts, Quality Evaluators, and Team Leaders supporting travel and airline operations.
- Drive team performance through regular coaching, mentoring, feedback sessions, and development plans.
- Ensure achievement of quality KPIs and adherence to operational standards.
- Conduct performance reviews and capability-building initiatives.

Quality Governance & Compliance
- Oversee transaction monitoring, quality evaluations, and audit processes.
- Conduct weekly dip checks, audits, and calibration sessions to ensure scoring consistency and process compliance.
- Maintain quality documentation, audit records, and process control measures.
- Ensure compliance with client requirements, regulatory standards,



and internal quality frameworks.

Travel & Airlines Quality Management
- Monitor transaction quality across reservations, ticketing, rebooking, refunds, exchanges, cancellations, and customer service processes.
- Ensure adherence to airline policies, fare rules, and service quality standards.
- Support quality initiatives related to GDS-based travel operations.
- Analyze customer interactions and transactional errors to improve service delivery.

Stakeholder Management
- Collaborate with operations, training, workforce management, and client stakeholders to drive business objectives.
- Present quality insights, trends, and improvement recommendations to leadership teams.
- Participate in internal and client calibration discussions to align quality expectations.

Process Improvement & Continuous Excellence
- Identify process gaps, operational risks, and root causes impacting quality performance.
- Implement corrective and preventive action plans based on audit findings.
- Drive continuous improvement initiatives using quality methodologies and best practices.
- Promote quality awareness programs and operational excellence initiatives across teams.

Reporting & Analytics
- Analyze agent performance, process adherence, quality scores, and customer experience metrics.
- Prepare and present weekly, monthly,



and quarterly quality reports.
- Track key quality indicators and identify bottom quartile performers for targeted interventions.
- Provide actionable recommendations to improve quality and operational efficiency.

Quality Methodologies & Frameworks
- Apply Six Sigma, Lean, and quality management principles to improve process effectiveness.

- Utilize tools such as

- Root Cause Analysis (RCA)

- Pareto Analysis
- FMEA (Failure Mode and Effects Analysis)

- SIPOC
- CAPA (Corrective and Preventive Actions)
- Control Plans and Process Audits
- Drive quality projects focused on reducing defects and enhancing customer satisfaction.

Required Qualifications
- Graduate or Postgraduate in any discipline.
- 7+ years of experience in Quality Assurance within Travel, Airlines, Aviation, or Travel BPO operations.
- Minimum 2 years of experience in a Team Lead or Assistant Manager Quality role.
- Solid understanding of airline and travel processes including booking, ticketing, exchanges, refunds, and customer servicing.
- Hands-on exposure to GDS platforms such as Amadeus, Sabre, Galileo, or Worldspan preferred.
- Strong knowledge of transaction quality frameworks and quality monitoring practices.
- Advanced proficiency in MS Excel, PowerPoint, and reporting tools.
- Excellent analytical, problem-solving, presentation, and communication skills.
- Proven experience in stakeholder and people management.

Preferred Certifications
- Lean Six Sigma Green Belt / Yellow Belt
- COPC, ISO Quality Management, or related quality certifications
- Travel and Airline Industry Certifications (preferred)

📌 Assistant Manager Quality - Travel/Airlines Experience (Gurugram)
🏢 Atain
📍 Gurugram