Quality Lead

Location: Gurgaon & Pune

Experience:

Mandatory minimum qualification:

Key Responsibility Areas (not specific to):

Role Summary

The Quality Lead ensures consistent service quality, safety, compliance, documentation
accuracy, and resident experience across all Epoch Elder Care homes. The role drives audits, SOP implementation, incident reduction, and continuous improvement across departments. Roles and Responsibilities

• Conduct daily/weekly/monthly quality audits across Caregiving, Nursing (non-clinical audit), F&B, Housekeeping, Activities, Facility, and Admin.
• Ensure strict SOP adherence and support teams in closing gaps.
• Monitor documentation accuracy (checklists, logs, MAR, CareFlick entries, incident reports).
• Ensure safety compliance, fire readiness, hygiene standards, and emergency drill documentation.
• Drive CAPA closure using quality tools and root-cause analysis.
• Maintain monthly quality dashboards, trends, and facility-level scorecards for CEO review.
• Support training needs—SOPs, service standards, safety, behaviour & compliance.
• Improve resident and family experience through audits and service excellence checks.

Required Skill Set

• Lean Six Sigma Certification (Green Belt preferred)
• Root Cause Analysis (RCA)
• Fishbone (Ishikawa) Analysis
• Pareto Analysis (80/20)
• CAPA methodology
• PDCA cycle
• Process mapping & SOP implementation
• Audit Planning & Execution
• Incident/Complaint Trend Analysis

• Strong MS Excel / Google Sheets (Pivots, dashboards, trackers)
• Good documentation & reporting skills
• Ability to conduct training & refreshers

• Bachelor’s in Hospitality, Hotel Management, Healthcare Management, Operations, Quality, Admin, or related fields.
• 10 to 12 years of experience in quality, audits, hospitality, healthcare operations, senior living, or the service industry.
• Exposure to multi-department operations preferred.