Job Description
Head – Transactional Quality
nExperience: 15+ Years | Industry: BPO / BPM | Domain: Travel – Mandatory |
nWork Mode-100% Onsite | Location: Gurugram | Company: Atain
nRole Overview
nAtain is looking for a seasoned Head – Transactional Quality to lead Quality Assurance and Transactional Quality across Travel BPO operations of ATAIN. The candidate must have 15+ years of BPO experience with strong Travel domain exposure and proven experience managing large-scale Quality functions.
nKey Responsibilities
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- Own and drive the Transactional Quality strategy, framework, scorecards and governance across Travel processes.n
- Lead Quality Assurance across Travel / Airline / OTA / Hospitality processes including bookings, ticketing, cancellations, refunds and changes.n
- Drive quality audits, transaction monitoring, calibration and evaluator accuracy across teams and locations.n
- Track and improve Quality Scores, Critical Errors, Defect Rates, Compliance and Customer Experience metrics.n
- Conduct RCA,



defect analysis and CAPA to eliminate recurring transactions and process-level issues.n
- Partner with Operations, Training, Process Excellence and Technology teams to close quality gaps and improve customer outcomes.n
- Lead client Quality reviews, governance meetings and quality-related escalations.n
- Identify opportunities for automation, AI-based quality monitoring and analytics-led quality improvement.n
- Establish and monitor Quality dashboards, MIS and executive-level performance reports.n
- Lead, coach and develop multi-location Quality teams and senior Quality leaders.n
- Drive continuous improvement, standardization and cost/productivity initiatives across the Quality function.n

nMandatory Requirements
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- 15+ years of overall experience, predominantly within BPO/BPM/Contact Center operations.n
- Mandatory Travel domain experience – Airline, Travel, OTA, Hospitality or Travel Services.n
- Solid experience in Transactio

📌 Head - Transactional Quality (Gurugram)
🏢 Atain
📍 Gurugram