Aforeserve Limited

Deputy Manager – Quality and Governance

Noida & Bangalore | ICT & Industry 4.0 Infrastructure Services

As Deputy Manager – Quality and Governance at Aforeserve Ltd., I was responsible for leading enterprise-level quality initiatives across the company’s operations in Noida and Bangalore, with a strong focus on customer satisfaction, process governance, and ISO 9001 certification readiness. Working in a fast-paced environment that supported over half a million ICT and non-IT automated devices, I played a pivotal role in standardizing internal systems, driving customer-centric KPIs, and aligning operational practices with global quality standards.

Company Overview: India’s ICT Lifecycle Partner

Aforeserve is one of India’s premier IT infrastructure lifecycle management and Industry 4.0 solutions providers. With nationwide operations, a workforce of 4,000+ engineers and executives, and 87,000+ monthly onsite service requests, Aforeserve supports a broad portfolio of ICT and non-IT automation products—from laptops and tablets to ATMs, POS systems, self-service kiosks, and digital cinema projectors.

The company is a preferred repair partner for global OEMs and ODMs and is known for its world-class chip-level repair center in Bangalore, spanning over 45,000 sq. feet and processing 50,000+ complex repairs every month.

My role operated within this scale and complexity, driving transformation projects across quality systems, governance frameworks, and customer satisfaction initiatives.

Key Responsibilities and Projects

CSAT (Customer Satisfaction) Leadership

I led the Customer Satisfaction (CSAT) measurement and improvement program across business units. CSAT was not only a performance indicator—it was a strategic metric tied directly to account renewals, service quality, and operational transparency.

My contributions included:

• Designing CSAT surveys that captured actionable feedback across ICT product lines and services

• Setting up a closed-loop feedback mechanism for complaint resolution and proactive engagement

• Implementing a CSAT dashboard linked to key SLA metrics, visible to regional and central teams

• Collaborating with service delivery managers to analyse customer feedback and drive service improvement initiatives

As a result, we achieved a notable improvement in customer satisfaction scores quarter over quarter, while also reducing complaint recurrence through targeted interventions.

ISO 9001:2015 Implementation and Certification

One of my most significant accomplishments at Aforeserve was leading the organization through its successful ISO 9001:2015 certification journey, covering both the Noida headquarters and the Bangalore repair factory.

Key contributions included:

• Conducting a gap analysis against ISO 9001:2015 standards and identifying process areas requiring alignment

• Creating and institutionalizing Standard Operating Procedures (SOPs) and Process Control Documents

• Training more than 120 personnel, including service heads, repair engineers, and warehouse teams, on quality principles, internal auditing, and corrective/preventive action processes

• Establishing a document control and versioning system for all critical business and operational documents

• Leading internal audits, coordinating with cross-functional teams, and preparing detailed audit logs and management review reports

• Managing the external certification audit, acting as the primary point of contact for auditors, and delivering successful walkthroughs of processes, systems, and records

This initiative culminated in Aforeserve receiving its ISO 9001:2015 certification without any major non-conformities, strengthening its credibility as a quality-focused service provider to OEM clients and enterprise customers.

Process Governance and Operational Excellence

In addition to certification work, I also drove continuous improvement efforts across core service delivery functions. As part of the governance team, I developed and monitored key performance indicators (KPIs) to ensure operational consistency and efficiency. This included:

• Developing compliance scorecards for engineering teams

• Creating audit-ready trackers for field service, repair line outputs, and part usage

• Reviewing process gaps in call logging, ticket resolution, and SLA adherence

• Leading root cause analysis (RCA) for recurring issues and implementing CAPA frameworks

I ensured that quality governance was not limited to documentation but embedded into day-to-day decision-making and team behaviour.

Skills Applied and Developed

Throughout my tenure, I built and applied a strong blend of technical knowledge, process improvement methodology, and leadership acumen, including:

• Quality Standards & Audit Readiness: ISO 9001, internal auditing, risk-based thinking

• Project Management: Multi-site coordination, stakeholder management, training rollout

• Governance & Data Analytics: KPI interpretation, CSAT analysis, trend reporting

• Tools Used: MS Excel (advanced), Power BI, Google Forms for survey creation, document control systems

Soft Skills: Cross-functional communication, presentation to auditors, coaching and mentoring

Conclusion

My role as Deputy Manager – Quality and Governance at Aforeserve allowed me to operate at a strategic and tactical level simultaneously. From driving customer satisfaction to securing ISO certification and reinforcing internal governance practices, I contributed directly to improving operational maturity and customer trust in a highly technical and distributed service organization.

The experience sharpened my ability to balance compliance with efficiency, bring structure to dynamic service environments, and champion a culture of continuous improvement. These learnings continue to serve as a foundation for my quality leadership journey across industries.