Job DescriptionHead – Transactional Quality NExperience: 15+ Years | Industry: BPO / BPM | Domain: Travel – Mandatory | NWork Mode-100% Onsite | Location: Gurugram | Company: Atain NRole OverviewnAtain 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 solid Travel domain exposure and proven experience managing large-scale Quality functions. NKey Responsibilitiesn N 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 developmulti-location Quality teams and senior Quality leaders. N Drive continuous improvement, standardization and cost/productivity initiatives across the Quality function. NnMandatory Requirements Nn 15+ years of overall experience, predominantly within BPO/BPM/Contact Center operations. N Mandatory Travel domainexperience – Airline, Travel, OTA, Hospitality or Travel Services. N Strong experience in Transactional Quality / Quality Assurance leadership. N Experience managing large-scale and/or multi-location Quality teams. N Robust expertise in Quality Analytics, FMEA, Calibration, RCA, CAPA and Process Compliance. N Excellent client and senior stakeholder management skills. NnIt 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 (Haryana)
🏢 Atain
📍 Haryana