Assistant Quality Manager

ATAIN; Gurugram District; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

ATAIN is seeking an experienced Assistant Manager - Quality to drive quality excellence across Travel and BPO operations. The role focuses on audits, QA frameworks, and customer experience improvements, leading cross-functional teams to raise CSAT, NPS, and operational performance.

The ideal candidate will have 5-8 years in BPO quality, Lean Six Sigma Green Belt, and exposure to international processes, with strong analytical and leadership abilities.

Qualifications

• Bachelor's degree in any discipline.
• Lean Six Sigma Green Belt preferred.
• Quality certifications such as COPC/ISO are an added advantage.

Responsibilities

• Manage end-to-end quality assurance programs across Travel and BPO operations.
• Conduct regular audits of customer interactions including calls, emails, chats, and back-office transactions.
• Monitor adherence to quality standards, SOPs, compliance requirements, and customer expectations.
• Develop and maintain quality scorecards, audit frameworks, and evaluation criteria.
• Lead Lean, Six Sigma and continuous improvement projects.
• Partner with Operations and Training teams to coach agents and leaders.

Skills

Quality Assurance

Travel Domain

BPO Operations

Audits

Process Improvement

KPI Analysis

Stakeholder Management

Coaching & Training

Education

Bachelor's degree

Lean Six Sigma Green Belt

COPC/ISO certifications

Tools

MS Excel

Power BI

Tableau

CRM Tools

Quality Management Systems

GDS Knowledge (Amadeus Sabre Galileo)

Job description

Job Title: Assistant Manager - Quality

Location

Gurgaon

Job Summary

We are seeking an experienced and detail-oriented Assistant Manager - Quality with strong expertise in BPO operations and Travel domain processes. The role is responsible for driving quality excellence, process compliance, customer experience enhancement, and performance improvement across customer service operations. The incumbent will lead quality frameworks, conduct audits, identify process gaps, and collaborate with operations teams to improve service delivery and business outcomes.

Key Responsibilities

Quality Management

• Manage end-to-end quality assurance programs across Travel and BPO operations.
• Conduct regular audits of customer interactions including calls, emails, chats, and back-office transactions.
• Monitor adherence to quality standards, SOPs, compliance requirements, and customer expectations.
• Develop and maintain quality scorecards, audit frameworks, and evaluation criteria.
• Ensure consistency in quality assessments across teams and functions.

Performance Monitoring & Analysis

• Analyze quality trends, defect patterns, and customer feedback to identify improvement opportunities.
• Perform root cause analysis (RCA) for recurring quality issues and implement corrective action plans.
• Publish quality dashboards, reports, and performance insights for stakeholders.
• Drive quality improvement initiatives to enhance CSAT, NPS, FCR, and operational efficiency.

Coaching & Training

• Partner with Operations and Training teams to identify knowledge and behavioral gaps.
• Conduct feedback sessions, calibrations, and coaching programs for agents and team leaders.
• Support new process launches, transitions, and quality certification programs.
• Develop quality awareness initiatives across the organization.

Stakeholder Management

• Collaborate with Operations, Training, Workforce Management, and Client teams.
• Participate in client reviews and present quality performance metrics.
• Ensure alignment of quality objectives with business and customer requirements.
• Drive a culture of continuous improvement and customer-centricity.

Process Improvement

• Lead Lean, Six Sigma, and continuous improvement projects.
• Recommend automation and process optimization opportunities.
• Support quality governance frameworks and compliance audits.
• Drive standardization of best practices across accounts and teams.

Required Qualifications

• Bachelor's Degree in any discipline.
• Certification in Lean Six Sigma (Green Belt preferred).
• Quality certifications such as COPC, ISO, or related frameworks are an added advantage.

Experience Required

• 5-8 years of overall experience in BPO operations, with at least 3+ years in Quality Assurance.
• Strong experience in the Travel domain (Flights, Hotels, Reservations, GDS platforms, Travel Customer Support, OTA processes, etc.).
• Exposure to international customer service processes is preferred.
• Experience managing quality teams and driving process improvement initiatives.

Key Skills & Competencies

Functional Skills

• Quality Audits & Monitoring
• Travel Operations Knowledge
• Customer Experience Management
• Root Cause Analysis (RCA)
• Quality Frameworks & Compliance
• Process Improvement Methodologies
• Performance Reporting & Analytics
• Calibration and Feedback Management

Technical Skills

• MS Excel & Advanced Reporting
• Power BI / Tableau (Preferred)
• CRM Tools
• Quality Management Systems
• GDS Knowledge (Amadeus, Sabre, Galileo preferred)

Behavioral Competencies

• Strong analytical and problem-solving skills
• Excellent stakeholder management
• Effective communication and presentation skills
• Team leadership and coaching ability
• Attention to detail
• Customer-centric mindset

Key Performance Indicators (KPIs)

• Quality Score Achievement
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution (FCR)
• Audit Accuracy
• Compliance Adherence
• Reduction in Repeat Errors
• Process Improvement Impact
• Coaching Effectiveness
• Client Satisfaction Scores

Preferred Candidate Profile

An experienced Quality professional from a BPO/Contact Center environment with Travel Domain expertise, capable of driving service excellence, process compliance, customer satisfaction, and continuous improvement while effectively partnering with business stakeholders and operations teams.