Job Title: Manager / Senior Manager – Quality (Transaction Quality)
Location: Gurgaon
Company: Atain
Role Overview
IGT Solutions is seeking a seasoned Quality Leader with strong experience in the Vacations and Rentals 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 vacation ownership, holiday packages, property rentals, or related travel segments.
Key Responsibilities
Team Leadership
- Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacations and rentals operations
- Drive team productivity and effectiveness through coaching, mentoring, and capability-building initiatives
- Foster a performance-driven culture with 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, 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 vacations and rental services
- 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 Vacations and Rentals / Leisure Travel domain (holiday packages, vacation ownership, property rentals, or similar)
- Strong background in transaction quality within BPO / BPM / customer operations environments
- Proven people leadership and stakeholder management experience
- Strong analytical orientation with ability to interpret data and drive insights
- Proficiency in MS Excel, PowerPoint, 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
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.
