REMOTE : Quality Manager - Delivery Assurance : ARDEM Data Services Private Limited

- UNIT No B-1/ 5th Floor 504 & 505 DLF MY PAD, Vibhuti Khand Gomti Nagar, Lucknow - 226010, India

Telephone :(phone hidden)

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- Position**:Quality Manager - Delivery Assurance

Function :Delivery / Quality / Operations

Role Type :Senior Individual Contributor / Functional Quality Owner

Reporting Line :Reports to Delivery Manager

Experience Target :10+ Years Preferred, Ideally with BPO/BPM, d Services, Managed Operations, or Client Operations Quality Experience

Primary Outcome :Improve quality consistency, documentation control, client dissatisfaction closure, RCA/CAPA discipline, corrective action effectiveness, and organizational learning across projects.

Role positioning**

- This is not a transaction-checking role. ARDEM is hiring a client-facing quality leader who can strengthen delivery assurance across active client projects, audit project controls, manage RCA/CAPA discipline, and help prevent recurring service failures.

About ARDEM : ARDEM is a US-based managed operations and business process outsourcing company supporting clients across finance operations, data processing, back-office workflows, logistics, utilities, healthcare administration, and other recurring operational processes.

We are strengthening our delivery leadership structure and are hiring a Quality Manager - Delivery Assurance to help ensure our client work is delivered with consistent quality, documentation discipline, proactive risk visibility, and corrective action follow-through.

Position Summary : The Quality Manager - Delivery Assurance will be responsible for auditing project quality controls, managing client dissatisfaction and service failure tracking, leading root cause and corrective action discipline,



verifying corrective action effectiveness, and turning quality events into lessons learned that improve ARDEM’s operating system.

Field

Details Role TitleQuality Manager - Delivery AssuranceFunctionDelivery / Quality / OperationsRole TypeSenior individual contributor / functional quality ownerReporting LineReports to Delivery ManagerExperience Target10+ years preferred, ideally with BPO/BPM, d services, managed operations, or client operations quality experiencePrimary OutcomeImprove quality consistency, documentation control, client dissatisfaction closure, RCA/CAPA discipline, corrective action effectiveness, and organizational learning across projects. Key Responsibilities : Project Quality Audits :

- Proactively audit active client projects for documentation discipline, quality controls, process adherence, issue logs, change logs, training checklists, risk visibility, and operating control.
- Review project materials such as work instructions, process maps, exception lists, quality checklists, training records, issue logs, client communication, action trackers, and change logs.
- Identify documentation gaps, training gaps, uncontrolled process changes, repeat errors, weak governance, and quality risk.
- Document audit findings with severity, owner, due date, recommended corrective action, and closure expectations.

Client Dissatisfaction and Service Failure Management :





- Maintain the central Client Dissatisfaction Log for quality misses, delivery failures, SLA misses, repeated complaints, client frustration, and trust-impacting service events.
- Ensure each event includes what happened, client impact, containment action, root cause, corrective action, owner, due date, closure status, client communication status, lesson learned, and prevention action.
- Partner with Project Owners and Delivery leadership to ensure client dissatisfaction is investigated, tracked, professionally communicated, and brought to closure.
- Identify repeat patterns across projects, workflows, teams, documentation gaps, or training issues.

RCA / CAPA and Corrective Action Discipline :

- Lead or facilitate root cause analysis for material quality misses, repeated errors, service failures, client dissatisfaction, and delivery-control breakdowns.
- Ensure corrective and preventive actions are specific, owned, dated, and strong enough to prevent recurrence.
- Track open and overdue corrective actions and verify effectiveness before closure.
- Challenge shallow root causes, weak corrective actions, incomplete documentation, or repeated issues that have not been properly addressed.

Client-Facing Quality Communication :

- Join client calls when responsible quality issues, repeated errors, client dissatisfaction, or trust concerns require quality leadership involvement.
- Support Project Owners in explaining fact patterns, root cause, containment actions, corrective actions, and prevention plans.
- Communicate with professionalism, ownership, facts, calm confidence, and excellent written/verbal English.
- Help restore client confidence by demonstrating that ARDEM has disciplined control over the issue

📌 Quality Manager - Delivery Assurance (Lucknow)
🏢 Ardem
📍 Lucknow