Head – Transactional QualityExperience:

15+ Years |

Industry:

BPO / BPM |

Domain:

Travel – Mandatory |Work Mode-100% Onsite |

Location:

Gurugram |

Company:

AtainRole OverviewAtain 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 ResponsibilitiesOwn 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 Requirements15+ 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 .Solid 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 (Mumbai)
🏢 Atain
📍 Mumbai