Purpose of the Role

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nTo make excellence repeatable.

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nThe 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.

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

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nKey Responsibilities

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nDevelop and maintain the Quality Management System

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

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- Map all key business processes.
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- Standardise service delivery across locations.
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- Identify process gaps, bottlenecks and inefficiencies.
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- Drive process simplification and continuous improvement.
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nCompliance & Internal Audits

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

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- Define measurable service quality standards.




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- Monitor customer satisfaction.
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- Analyse complaints and identify root causes.
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- Recommend improvements to enhance the customer experience.
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nTraining & Quality Culture

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

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- Develop quality dashboards.
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- Track quality KPIs.
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- Report performance trends to Management.
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- Recommend strategic improvement initiatives.
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nDesired Qualifications

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

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

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- Chief Executive Officer
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nWorks closely with:

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- Head of Operations
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- Head of People & Culture
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- Head of Technology
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- Head of Marketing / Commercial
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- Director - Finance
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- All functional managers / team leads
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nThis 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 (Bengaluru)
🏢 ATHLEADERS
📍 Bengaluru