Manager/senior manager quality

Job Title: Manager / Senior Manager – Quality (Transaction Quality)

Location: Gurgaon

Company: Atain

Role Overview

Atain is seeking a seasoned Manager / Senior Manager – Quality (Transaction Quality) with strong experience in the Travel and Airlines domain, to drive transaction quality excellence across customer touchpoints. This role is responsible for leading quality teams, establishing governance frameworks, partnering with stakeholders, and continuously improving service delivery, customer experience, and compliance standards within airline reservations, travel operations, ticketing, customer service, and related travel segments.

Key Responsibilities

Team Leadership

Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting travel and airline operations. Drive team productivity and effectiveness through coaching, mentoring, and capability-building initiatives. Foster a performance-driven culture with a strong focus on quality, compliance, and customer experience.

Quality Governance

Own end-to-end transaction monitoring for calls, emails, chats, and back-office processes. Maintain and update quality frameworks, SOPs, audit checklists, and documentation. Conduct regular dip checks, internal audits, and calibration sessions to ensure scoring consistency. Ensure alignment with client quality standards, airline policies, brand guidelines, and contractual SLAs.

Stakeholder Management

Partner with Operations, Training, Analytics, and Client stakeholders to drive quality outcomes. Present quality insights, trends, and actionable recommendations to leadership and clients. Act as a trusted advisor on quality, compliance, and customer experience improvement.

Process Improvement & CX Excellence

Identify process gaps and defect trends across the customer journey in travel and airline services, including reservations, ticketing, reissues, exchanges, refunds, and schedule changes. Implement corrective and preventive action plans (CAPA) to improve transaction quality. Drive continuous improvement initiatives focused on first-time-right resolution, accuracy, and customer satisfaction. Promote adoption of best practices, automation, and new quality tools/initiatives.

Reporting & Analytics

Analyze agent-level and process-level quality performance trends. Prepare and present weekly, monthly, and quarterly quality dashboards. Identify bottom quartile performers and partner with Operations and Training to design improvement plans. Track progress of action plans and measure impact on quality and customer experience metrics.

Quality Frameworks & Methodologies

Apply Six Sigma and quality control methodologies to drive measurable improvements. Use tools such as Pareto Analysis, FMEA, SIPOC, RCA, and control charts to diagnose issues. Support process re-engineering and standardization initiatives.

Required Skills & Qualifications

Mandatory experience in the Travel & Airlines domain, including airline reservations, ticketing, fare rules, customer service operations, and travel support processes. Strong working knowledge of Global Distribution Systems (GDS) such as Amadeus, Sabre, Galileo, Apollo, or Worldspan. Strong background in transaction quality within BPO/BPM/customer operations environments. Proven people leadership and stakeholder management experience. Strong analytical orientation with the ability to interpret data and drive insights. Proficiency in MS Excel, Power Point, and Word for reporting and presentations. Excellent verbal and written communication skills. Highly organized, detail-oriented, and results-driven mindset. Certification or hands-on experience in Six Sigma / Quality frameworks preferred.

Preferred Qualifications

Experience supporting airline contact centers, travel management companies (TMCs), online travel agencies (OTAs), or airline customer service operations. Understanding of airline industry processes including reservations, ticketing, exchanges, refunds, ancillary sales, and schedule change management. Exposure to quality assurance programs across voice, non-voice, and back-office travel operations.

Our Commitment

Atain is an equal opportunity employer committed to fostering a professional, inclusive, and diverse work environment. Employment decisions are based solely on job-related qualifications and the ability to perform the role.

If this opportunity aligns with your experience and career aspirations, please share your updated resume to take the discussion forward.