Assistant Quality Manager| Travel Process|GGN

ATAIN; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ATTAIN? ATAIN in Gurgaon seeks an experienced Assistant Manager - Quality to drive quality excellence in Travel and BPO operations. You will lead audits, develop scorecards, and collaborate with operations to improve service delivery and customer outcomes.

The role requires strong analytics, process improvement expertise, and the ability to drive calibration, training, and coaching across teams to ensure consistency and compliance.

Qualifications

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

Responsibilities

• Lead end-to-end quality management across Travel and BPO operations.
• Conduct audits of calls, emails, chats, and back-office work.
• Monitor adherence to quality standards, SOPs and compliance.
• Develop quality scorecards and evaluation criteria.
• Collaborate with operations to drive CSAT/NPS improvements.

Skills

Quality Audits

Travel Ops

Customer Experience

Root Cause Analysis

Quality Frameworks

Process Improvement

Reporting & Analytics

Calibration & Feedback

Education

Bachelor's Degree

Lean Six Sigma Green Belt

COPC/ISO Certification

Tools

Power BI

Excel

CRM Tools

Quality Management Systems

GDS Knowledge

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.