Quality Lead

Key Responsibility Areas (not specific to):

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.

Quality & Process Skills

• 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

Technical Skills

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

Qualifications

• 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.