/n Role: Manager Quality (Transaction Quality) /n Domain: Travel Domain /n Location: Gurgaon /n Company: Atain /n Role Overview /n Atain is seeking an experienced Quality Leader with strong exposure to the Travel domain /n 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. /n Key Responsibilities /n Team Leadership /n /n

- Lead and manage a team 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 /n Quality 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 /n Stakeholder 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 /n Process 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 recent quality initiatives to enhance transaction accuracy and customer satisfaction

/n /n Reporting & Analytics /n /n

- Analyze agent-level, process-level, and location-level performance trends

/n

- Prepare and publish weekly and monthly quality dashboards and reports

/n

- Identify bottom quartile performers and partner with operations and training teams to design improvement plans

/n /n Quality Frameworks & Methodologies /n /n

- Drive continuous improvement initiatives using Six Sigma and quality management methodologies

/n

- Apply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control charts

/n

- Promote a culture of data-backed decision-making and continuous improvement

/n /n Required Skills & Qualifications /n /n

- Mandatory experience in the Travel domain (e.g., property management, short-term rentals, hospitality support)

/n

- Strong background in transaction quality within BPO, contact center, or shared services environments

/n

- Proven people management and leadership experience

/n

- Strong analytical, reporting, and data interpretation skills

/n

- Proficiency in MS Office (Advanced Excel, PowerPoint, Word)

/n

- Excellent communication and stakeholder management skills

/n

- Highly organized, detail-oriented, and target-driven mindset

/n /n Our Commitment /n Atain is committed to providing equal employment opportunities to all individuals based on job-related qualifications and their ability to perform the role. We foster a professional, inclusive, and respectful work environment free from discrimination, harassment, or bias. /n Interested Candidates share resume- Swapnil- (phone hidden)

📌 Quality Assurance Manager (Gurugram)
🏢 Atain
📍 Gurugram