Head of Quality Assurance

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?"

Work arrangement
Hybrid