Assistant Quality Manager

Assistant Quality Manager

Posted by ATAIN

Gurugram

Posted: imported by Jeevika

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GurugramPosted: 1 week agoOpenings: 1Applicants: 100+Assistant Quality ManagerATAIN3.13.8K ReviewsJob descriptionJob Title: Assistant Manager - QualityLocationGurgaon Job SummaryWe are seeking an experienced and detail-oriented Assistant Manager - Quality with strong expertise in BPO operations and Travel domain processes. The role is responsible for driving quality excellence, process compliance, customer experience enhancement, and performance improvement across customer service operations. The incumbent will lead quality frameworks, conduct audits, identify process gaps, and collaborate with operations teams to improve service delivery and business outcomes.Key ResponsibilitiesQuality ManagementManage end-to-end quality assurance programs across Travel and BPO operations.Conduct regular audits of customer interactions including calls, emails, chats, and back-office transactions.Monitor adherence to quality standards, SOPs, compliance requirements, and customer expectations.Develop and maintain quality scorecards, audit frameworks, and evaluation criteria.Ensure consistency in quality assessments across teams and functions.Performance Monitoring & AnalysisAnalyze quality trends, defect patterns, and customer feedback to identify improvement opportunities.Perform root cause analysis (RCA) for recurring quality issues and implement corrective action plans.Publish quality dashboards, reports, and performance insights for stakeholders.Drive quality improvement initiatives to enhance CSAT, NPS, FCR, and operational efficiency.Coaching & TrainingPartner with Operations and Training teams to identify knowledge and behavioral gaps.Conduct feedback sessions, calibrations, and coaching programs for agents and team leaders.Support new process launches, transitions, and quality certification programs.Develop quality awareness initiatives across the organization.Stakeholder ManagementCollaborate with Operations, Training, Workforce Management, and Client teams.Participate in client reviews and present quality performance metrics.Ensure alignment of quality objectives with business and customer requirements.Drive a culture of continuous improvement and customer-centricity.Process ImprovementLead Lean, Six Sigma, and continuous improvement projects.Recommend automation and process optimization opportunities.Support quality governance frameworks and compliance audits.Drive standardization of best practices across accounts and teams.Required QualificationsBachelor's Degree in any discipline.Certification in Lean Six Sigma (Green Belt preferred).Quality certifications such as COPC, ISO, or related frameworks are an added advantage.Experience Required5-8 years of overall experience in BPO operations, with at least 3+ years in Quality Assurance.Strong experience in the Travel domain (Flights, Hotels, Reservations, GDS platforms, Travel Customer Support, OTA processes, etc.).Exposure to international customer service processes is preferred.Experience managing quality teams and driving process improvement initiatives.Key Skills & CompetenciesFunctional SkillsQuality Audits & MonitoringTravel Operations KnowledgeCustomer Experience ManagementRoot Cause Analysis (RCA)Quality Frameworks & ComplianceProcess Improvement MethodologiesPerformance Reporting & AnalyticsCalibration and Feedback ManagementTechnical SkillsMS Excel & Advanced ReportingPower BI / Tableau (Preferred)CRM ToolsQuality Management SystemsGDS Knowledge (Amadeus, Sabre, Galileo preferred)Behavioral CompetenciesStrong analytical and problem-solving skillsExcellent stakeholder managementEffective communication and presentation skillsTeam leadership and coaching abilityAttention to detailCustomer-centric mindsetKey Performance Indicators (KPIs)Quality Score AchievementCustomer Satisfaction (CSAT)Net Promoter Score (NPS)First Contact Resolution (FCR)Audit AccuracyCompliance AdherenceReduction in Repeat ErrorsProcess Improvement ImpactCoaching EffectivenessClient Satisfaction ScoresPreferred Candidate ProfileAn experienced Quality professional from a BPO/Contact Center environment with Travel Domain expertise, capable of driving service excellence, process compliance, customer satisfaction, and continuous improvement while effectively partnering with business stakeholders and operations teams.Interested Candidates share resume- Swapnil- [hidden]Role: Quality Manager / Supervisor,Industry Type: BPM / BPO,Department: Quality Assurance,Employment Type: Full Time, PermanentRole Category: Business Process QualityEducationUG: Any Graduateread moreKey SkillsSkills highlighted with ‘‘ are preferred keyskillsnpsQC ToolsTravel ProcessFeedbackCall MonitoringCall CalibrationCSATQuality ControlAbout the companyATAIN BPM / BPOForeign MNCFortune India [hidden])ServiceB2CFollow270.8k followers OverviewAtain is an enterprise orchestration partner that aligns people, processes, and platforms with AI to redefine work and deliver assured outcomes. It is enabled through the SMART Framework—driving superior metrics with AI-redefined work, the TechBud platform, a GenAI foundation built on zero-pilot architecture and ISO 42001 standards, a robust partner ecosystem, and deep domain expertise. Atain's Unified Hub continuously senses, predicts, and re-orchestrates work across people, processes, and platforms to deliver assured outcomes. The centers of skill and scale combine deep expertise with AI to deliver assured outcomes. read moreCareers @AtainWe bring together the right talent and technology to deliver outcomes that matter. We’re not just delivering work – we’re orchestrating assured outcomes. Every day, we help our clients move forward and achieve more. And it’s our people who make that possible. Your next breakthrough is waiting. Kickstart your journey to AtainYourAmbition. read moreCompany InfoLink:ATAIN websiteAddress: GurugramBeware of imposters! Naukri.com does not promise a job or an interview in exchange of money. Fraudsters may ask you to pay in the pretext of registration fee, Refundable Fee…Read moreATAIN rolesyou might be interested inCall Center Executive0-3 YrsGurugramPosted 30+ Days AgoCustomer Support Executive0-1 YrsNew Delhi, GurugramPosted 1 Day AgoWalk-in Bengali Voice Process HiringNew Delhi, Gurugram, Delhi / NCRPosted 1 Day AgoAwards & Recognitions2024Great Place To WorkReviewsView all3.8K employee reviews4.0rated by Process Associate in GurugramIt's a good company specifically if you want to learn about travel process. If you're completing your Targets and making no losses your job will be secured. You can have great learning. A must join company for freshers who want to grow in travel domain. It has flexibility in work hours depending on your process or manager. I never faced any big issue in 2 years. Work can be more but it's rewarding usually in terms of money.Read full reviewFollow ATAIN to receive the latest job postings and alerts270.5k followersPowered bySalary insightsAssistant Manager Quality in ATAIN typically earns between₹7.6 - ₹8.4 L/yrSee detailed salary breakupPowered byBenefits & PerksView all238 employees reported these benefitsLearning & Development SupportTransport / Travel SupportHealth & Wellness SupportPerformance BonusFree MealRelocation AssistancePowered by

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