Quality Manager – Delivery Assurance

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.

The ideal candidate has experience in BPO/BPM, managed services, shared services, or service delivery quality environments. This person must be comfortable working directly with delivery leaders, Project Owners, and clients when quality issues or service failures require professional communication and structured resolution.

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 serious 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.

Lessons Learned and Continuous Improvement Support

• Convert meaningful quality events into lessons learned for the delivery organization.
• Recommend updates to SOPs, training, documentation, quality checks, governance practices, and operating standards.
• Identify recurring issues that require broader process redesign, automation, standardization, or continuous improvement work.
• Help ARDEM reduce repeat mistakes across projects and strengthen delivery assurance as the business grows.

Required Experience and Skills

• 8-10 years of experience in quality, service quality, delivery assurance, operations quality, process quality, or operational excellence.
• Experience in BPO/BPM, shared services, managed services, client operations, F&A operations, data processing, logistics back-office, healthcare administration, or contact center operations strongly preferred.
• Hands-on experience with project audits, quality audits, RCA, CAPA, corrective action tracking, quality governance, service failure management, documentation control, and client escalation support.
• Strong client-facing communication skills with excellent written and spoken English.
• Ability to work with delivery leaders and Project Owners, challenge quality gaps constructively, and drive issues to closure without creating unnecessary conflict.
• Strong ownership, follow-through, attention to detail, and professional judgment.

Preferred Experience and Skills

• Quality Certifications: Added advantage if the candidate possesses quality certifications such as Lean Six Sigma Yellow Belt, Green Belt, or other recognized quality management certifications – Problem solving techniques, Trained on ISO Requirements.
• Quality Training: Experience in designing and delivering quality-related training, calibration sessions, and coaching programs to improve team performance.
• New Process/Transition Experience: Experience supporting new process transitions, including establishing quality frameworks, creating audit checklists, and initiating quality audits during the stabilization phase.
• Process Improvement: Demonstrated experience leading continuous improvement initiatives and recommending process changes to enhance quality, productivity, and customer satisfaction.
• Continuous Improvement Methodologies: Working knowledge of Lean, Six Sigma, Kaizen, or similar process improvement methodologies is preferred.
• Cross-Functional Collaboration: Ability to build strong working relationships with Operations, Training, Technology, and Client stakeholders to drive quality initiatives and process improvements.
• Technology & Automation: Understanding how technology and automation impact quality. Experience working with Automation, AI, or system teams to improve process accuracy and validate the quality impact of new tools, workflows, or process changes.

Strong Candidate Backgrounds 

What Success Looks Like

• Active projects are audited on a defined cadence, with clear findings and closure
• Client dissatisfaction and quality events are logged, investigated, communicated, and closed
• Corrective actions are specific, owned, dated, verified, and strong enough to prevent
• Documentation quality improves across projects, including SOPs, checklists, issue logs, training notes, and change
• Recurring issues are converted into lessons learned and process
• Delivery leaders and Project Owners experience Quality as a practical operating partner, not a blame

This Role Is Not

• A transaction checker or final reviewer for every
• A passive auditor who only reports
• A replacement for the Project
• An administrative role maintaining logs without driving
• A purely theoretical quality role removed from day-to-day service

Ideal Candidate Mindset