Head – Transactional Quality Experience:

15+ Years |

Industry

BPO / BPM |

Domain

Travel – Mandatory | Work Mode-100% Onsite |

Location

Gurugram |

Company

Atain Role Overview Atain 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. Key Responsibilities Own and drive the

Transactional Quality strategy, framework, scorecards and governance across Travel processes. Lead Quality Assurance across

Travel / Airline / OTA / Hospitality processes including bookings, ticketing, cancellations, refunds and changes. Drive quality audits, transaction monitoring, calibration and evaluator accuracy across teams and locations. Track and improve

Quality Scores, Critical Errors, Defect Rates, Compliance and Customer Experience metrics . Conduct

RCA, defect analysis and CAPA to eliminate recurring transactions and process-level issues. Partner with Operations, Training, Process Excellence and Technology teams to close quality gaps and improve customer outcomes. Lead client Quality reviews, governance meetings and quality-related escalations . Identify opportunities for automation,



AI-based quality monitoring and analytics-led quality improvement . Establish and monitor Quality dashboards, MIS and executive-level performance reports. Lead, coach and develop multi-location Quality teams and senior Quality leaders . Drive continuous improvement, standardization and cost/productivity initiatives across the Quality function.

Mandatory

Requirements 15+ years of overall experience, predominantly within BPO/BPM/Contact Center operations.

Mandatory

Travel domain experience

– Airline, Travel, OTA, Hospitality or Travel Services. Strong experience in

Transactional Quality / Quality Assurance leadership . Experience managing large-scale and/or multi-location Quality teams . Robust expertise in

Quality Analytics, FMEA, Calibration, RCA, CAPA and Process Compliance . Excellent client and senior stakeholder management skills.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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