Job DescriptionHead – 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.
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- Lead Quality Assurance across Travel / Airline / OTA / Hospitality processes including bookings, ticketing, cancellations, refunds and changes.
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- Drive quality audits, transaction monitoring, calibration and evaluator accuracy across teams and locations.
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- Track and improve Quality Scores, Critical Errors, Defect Rates, Compliance and Customer Experience metrics.
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- Conduct RCA, defect analysis and CAPA to eliminate recurring transactions and process-level issues.
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- Partner with Operations, Training, Process Excellence and Technology teams to close quality gaps and improve customer outcomes.
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- Lead client Quality reviews, governance meetings and quality-related escalations.
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- Identify opportunities for automation,



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

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- 15+ years of overall experience, predominantly within BPO/BPM/Contact Center operations.
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- Mandatory Travel domainexperience – Airline, Travel, OTA, Hospitality or Travel Services.
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- Solid experience in Transactional Quality / Quality Assurance leadership.
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- Experience managing large-scale and/or multi-location Quality teams.
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- Strong expertise in Quality Analytics, FMEA, Calibration, RCA, CAPA and Process Compliance.
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- Excellent client and senior stakeholder management skills.
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nIt 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 (India)
🏢 Atain
📍 India