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 strong 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 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 Requirements
- 15+ 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 .
- Strong 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.