Role: Manager Quality (Transaction Quality)

Domain: Travel Domain

Location: Gurgaon

Company: Atain

Role Overview

Atain is seeking an experienced Quality Leader with solid 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.

Key Responsibilities

Team Leadership

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 Conduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectations 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 Process Improvement

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 Reporting & Analytics

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 Apply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control charts Promote a culture of data-backed decision-making and continuous improvement Required Skills & Qualifications

Mandatory experience in the Travel domain (e.g., property management, short-term rentals, hospitality support) Strong background in transaction quality within BPO, contact center, or shared services environments Proven people management and leadership experience Strong analytical, reporting, and data interpretation skills Proficiency in MS Office (Advanced Excel, Power Point, Word) Excellent communication and stakeholder management skills Highly organized, detail-oriented, and target-driven mindset Our Commitment

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.

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📌 Quality Assurance Manager (Gurugram)
🏢 Atain
📍 Gurugram