Quality Assurance Manager

Atain; Haryana; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Atain in Gurgaon is seeking a Manager Quality (Transaction Quality) with strong Travel domain exposure to lead transaction quality excellence and partner with stakeholders to improve service delivery, compliance, and guest/host experience across vacation rental operations.

You will lead Quality Evaluators and Team Leaders, ensure adherence to defined quality standards, and drive data-driven improvements across quality metrics, KPIs, and client expectations within a fast-paced environment.

Qualifications

• Proven experience in travel domain quality leadership.
• Experience with transaction quality in BPO or shared services.
• Strong analytical and reporting skills.
• Excellent communication and stakeholder management.
• Ability to drive CAPA and process improvements.

Responsibilities

• Lead and coach a team of Quality Evaluators and Team Leads.
• Oversee transaction monitoring, scorecards, and documentation.
• Collaborate with operations, training, analytics, and clients.
• Identify process gaps and drive CAPA actions.
• Develop weekly/monthly quality dashboards.
• Apply Six Sigma and quality management methodologies.

Skills

Travel domain

Quality leadership

People management

Analytics

MS Office

Tools

MS Office Suite

Job description

Job Description

Role: Manager Quality (Transaction Quality)

Domain: Travel Domain

Location: Gurgaon

Company: Atain

Role Overview

Atain is seeking an experienced Quality Leader with strong exposure to the Travel domain

The role will be responsible for driving transaction quality excellence, leading quality teams, and partnering with stakeholders to improve service delivery, compliance, and customer experience across vacation rental operations.

Key Responsibilities

Team Leadership

• Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacation rental processes
• Coach, mentor, and develop team members to drive performance, engagement, and capability building
• Ensure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarks

Quality Governance

• Oversee transaction monitoring frameworks, quality scorecards, and related documentation
• Conduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectations
• Ensure quality metrics meet or exceed agreed SLAs and KPIs

Stakeholder Management

• Collaborate closely with internal operations, training, analytics, and client stakeholders
• Present data-driven insights, root cause analysis, and recommendations to improve service quality and guest/host experience

Process Improvement

• Identify end-to-end process gaps across booking management, guest support, host support, cancellations, escalations, and compliance
• Drive corrective and preventive action (CAPA) plans based on quality findings and defect trends
• Introduce best practices, automation, and new quality initiatives to enhance transaction accuracy and customer satisfaction

Reporting & Analytics

• Analyze agent-level, process-level, and location-level performance trends
• Prepare and publish weekly and monthly quality dashboards and reports
• Identify bottom quartile performers and partner with operations and training teams to design improvement plans

Quality Frameworks & Methodologies

• Drive continuous improvement initiatives using Six Sigma and quality management methodologies
• Apply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control charts
• Promote a culture of data-backed decision-making and continuous improvement

Required Skills & Qualifications

• Mandatory experience in the Travel domain (e.g., property management, short-term rentals, hospitality support)
• Strong background in transaction quality within BPO, contact center, or shared services environments
• Proven people management and leadership experience
• Strong analytical, reporting, and data interpretation skills
• Proficiency in MS Office (Advanced Excel, PowerPoint, Word)
• Excellent communication and stakeholder management skills
• Highly organized, detail-oriented, and target-driven mindset

Our Commitment

Atain is committed to providing equal employment opportunities to all individuals based on job-related qualifications and their ability to perform the role. We foster a professional, inclusive, and respectful work environment free from discrimination, harassment, or bias.