Head of Quality Assurance

Athleaders · India

Purpose of the Role

To make excellence repeatable.

The Head of Quality & Excellence is responsible for designing, developing, implementing, and continually improving Athleaders' Quality Management System (QMS) to ensure that every client receives a consistent, high-quality and repeatable experience, irrespective of location, coach or service delivered.

The role will establish a culture of operational excellence by documenting, standardising, monitoring, and continuously improving business processes across all functions.

Key Responsibilities

Develop and maintain the Quality Management System

• Design, implement and maintain an ISO 9001-aligned Quality Management System.
• Develop quality policies, procedures and work instructions.
• Ensure all business processes are documented, controlled and periodically reviewed.
• Maintain version control of all quality documentation.

Process Design & Standardisation

• Map all key business processes.
• Standardise service delivery across locations.
• Identify process gaps, bottlenecks and inefficiencies.
• Drive process simplification and continuous improvement.

Compliance & Internal Audits

• Conduct regular internal quality audits.
• Monitor compliance with established procedures.
• Investigate non-conformities.
• Ensure corrective and preventive actions (CAPA) are implemented and verified.

Customer Experience & Service Quality

• Define measurable service quality standards.
• Monitor customer satisfaction.
• Analyse complaints and identify root causes.
• Recommend improvements to enhance the customer experience.

Training & Quality Culture

• Train employees on quality standards and procedures.
• Promote a culture of continuous improvement.
• Coach managers on process ownership.
• Facilitate quality awareness programmes.

Performance Monitoring

• Develop quality dashboards.
• Track quality KPIs.
• Report performance trends to Management.
• Recommend strategic improvement initiatives.

Desired Qualifications

• Degree in Engineering, Law, Economics or similar discipline
• Strong analytical and process mapping skills.
• Excellent facilitation and change management abilities.

Competencies

• Systems thinking
• Attention to detail
• Strong interpersonal skills
• Influencing without authority
• Continuous improvement mindset
• Data-driven decision making
• Excellent communication skills

Reports to:

• Chief Executive Officer

Works closely with:

• Head of Operations
• Head of People & Culture
• Head of Technology
• Head of Marketing / Commercial
• Director - Finance
• All functional managers / team leads

This role's real responsibility should be to answer one question: "If the founders are away for three months, would a customer notice?"