Head – transactional quality

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.

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