Job Title: Manager / Senior Manager – Quality (Transaction Quality)
Location: Gurgaon
Company: Atain
Role Overview
Atain is seeking a seasoned Manager / Senior Manager – Quality (Transaction Quality) with solid experience in the Travel and Airlines domain, to drive transaction quality excellence across customer touchpoints. This role is responsible for leading quality teams, establishing governance frameworks, partnering with stakeholders, and continuously improving service delivery, customer experience, and compliance standards within airline reservations, travel operations, ticketing, customer service, and related travel segments.
Key Responsibilities
Team Leadership
Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting travel and airline operations.
Drive team productivity and effectiveness through coaching, mentoring, and capability-building initiatives.
Foster a performance-driven culture with a strong focus on quality, compliance, and customer experience.
Quality Governance
Own end-to-end transaction monitoring for calls, emails, chats,



and back-office processes.
Maintain and update quality frameworks, SOPs, audit checklists, and documentation.
Conduct regular dip checks, internal audits, and calibration sessions to ensure scoring consistency.
Ensure alignment with client quality standards, airline policies, brand guidelines, and contractual SLAs.
Stakeholder Management
Partner with Operations, Training, Analytics, and Client stakeholders to drive quality outcomes.
Present quality insights, trends, and actionable recommendations to leadership and clients.
Act as a trusted advisor on quality, compliance, and customer experience improvement.
Process Improvement & CX Excellence
Identify process gaps and defect trends across the customer journey in travel and airline services, including reservations, ticketing, reissues, exchanges, refunds, and schedule changes.
Implement corrective and preventive action plans (CAPA) to improve transact

📌 Manager/Senior Manager Quality (Gurugram)
🏢 Atain
📍 Gurugram