I hope this email finds you well. We are pleased to inform you about an exciting opportunity to join Atain as the Head of Quality (Transaction Quality) in our Gurgaon office. Atain is a leading IT & BPM services provider, specializing in the Travel, Transportation, and Hospitality domains. We are committed to innovation and delivering excellence across all business areas.

Please find below the detailed job description and specifications for the Head Quality (Transaction Quality) position.

Job Title: Head Quality (Transactional Quality)

Location: Gurgaon

Experience: Travel Experience with GDS Knowledge Preferred

Job Responsibilities:

Team Management: Oversee a team of Quality Evaluators and Team Leaders for aligned processes.
People & Time Management: Ability to manage time efficiently and guide a team towards achieving performance goals.
Client/Stakeholder Management: Engage with clients and stakeholders to drive and influence improvement objectives.
Quality Activities: Maintain documentation for transaction monitoring and facilitate the sharing of best practices.
Process Improvement: Track process trends, identify process gaps, and implement corrective actions.
Performance Benchmarking: Drive performance benchmarking activities and identify opportunities for process optimization.
Data Analysis: Analyze and report trends in agent and process performance.
Corrective Actions: Implement corrective action plans as necessary to improve performance.
Six Sigma Methodologies: Participate in quality systems improvement activities using Six Sigma methodologies.
Reporting & Compliance: Manage weekly dip check compliance, calibration compliance, and generate weekly/monthly reports.
Bottom Quartile Management: Identify bottom quartile performance and implement improvement strategies.

Knowledge, Skills & Other Abilities:

Strong knowledge of the travel domain and GDS systems (Preferred).
Proficiency in MS Office, especially Excel, Word, and PowerPoint.
Strong supervisory and leadership skills with a keen eye for detail.
Results-driven with excellent written and verbal communication skills in English.
Highly organized and methodical, with the ability to meet target and deadlines.
Well-versed in QC tools such as Pareto, Six Sigma, FMEA, SIPOC, etc.

Perks and Benefits:

Atain is committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We maintain a non-discriminatory environment free from intimidation, harassment, or bias based on gender, age, race, religion, or other protected characteristics.