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 robust 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 prospects 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.
Robust experience in

Transactional Quality / Quality Assurance leadership .
Experience managing

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📌 Head – Transactional Quality Mumbai (India)
🏢 Atain
📍 India