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 Robust 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?"

📌 Head of Quality Assurance (Karnataka)
🏢 ATHLEADERS
📍 Karnataka