Quality Control Specialist

Position Overview: The Quality Control Specialist plays a critical role in maintaining high standards of service delivery, safety, and client satisfaction across all departments of our fitness and wellness operations. This individual will be responsible for monitoring, evaluating, and improving the quality of services, equipment, facilities, and products to ensure excellence and compliance with internal and external standards. Key Responsibilities: 1. Service Quality Assurance: Monitor the delivery of personal training, group classes, wellness services, and recovery treatments. Conduct regular evaluations and audits of trainers, therapists, and wellness staff to ensure consistency and professionalism. Collaborate with department heads to standardize service protocols. 2. Facility & Equipment Maintenance: Inspect gym floors, therapy rooms, and wellness facilities regularly. Ensure all fitness and therapy equipment is clean, safe, and functioning properly. Maintain logs for equipment checks, cleaning schedules, and repair reports. 3. Client Safety & Compliance: Enforce health and safety regulations across all locations. Monitor hygiene protocols in line with industry best practices and local laws. Ensure all services are provided within the scope of licensed practices. 4. Product & Supplement Quality: Oversee quality control of supplements and wellness products offered or sold. Ensure proper labeling, storage, expiry tracking, and supplier compliance. 5. Client Feedback & Complaint Resolution: Collect, analyze, and report on customer feedback via surveys, suggestion boxes, and online reviews. Coordinate resolutions for client complaints, following up to ensure satisfaction. Identify trends in feedback and work with leadership on service improvements. 6. Staff Credential Monitoring: Maintain up-to-date records of staff certifications and licenses. Ensure all personnel adhere to company standards and required qualifications. Recommend training or re-certification where necessary. 7. SOP Development & Implementation: Assist in the creation and review of Standard Operating Procedures (SOPs). Train team members on new or updated procedures. 8. Performance Monitoring & Reporting: Track key quality indicators, such as service retention rates, class attendance, and client satisfaction. Prepare quality assurance reports for senior management with improvement recommendations. Skills Qualifications & Skills: Bachelor’s degree in Exercise Science, Sports Management, Quality Assurance, or a related field. Minimum 2 years of experience in quality control, operations, or a supervisory role in a wellness or fitness setting. Strong understanding of health, safety, and service excellence standards in the fitness industry. Excellent observation, documentation, and communication skills. Detail-oriented, proactive, and able to work independently and cross-functionally. CPR/First Aid Certification required; Fitness or wellness certification is a plus. Working Conditions: On-site presence required with regular walk-through of gym and therapy areas. May require occasional weekend or evening audits based on operational needs.#J-18808-Ljbffr