As the Director/Senior Manager of Quality, Process, and Audit, your main responsibilities include optimizing operational processes, enhancing quality assurance protocols, and ensuring legal compliance across the board. You will lead the audit processes for our gym and feature providers, identify gaps in our operations, and develop strategies to mitigate risks while improving our overall service standards.

Candidates for the Director/Senior Manager, Quality, Process, and Audit role should have 8-12+ years of experience in quality management, process optimization, or audit within a subscription-based environment. A Bachelor's degree in business or a related field is required, with an MBA or advanced degree preferred. Familiarity with the fitness, wellness, or healthcare industries will be an asset.

The Director/Senior Manager, Quality, Process, and Audit will strengthen compliance language in network contracts, develop audit processes, and proactively identify operational risks. This role also includes continuous evaluation of quality control measures to ensure the best outcomes for clients and members.

Crucial skills for this role include strong analytical abilities, excellent communication and interpersonal skills, and a comprehensive understanding of compliance and legal issues related to operational processes. Experience in process automation and issue resolution is also vital for driving quality improvements and cost reductions.

Preferred candidates will have significant experience in quality management and process optimization, particularly within the subscription-based business model. Experience related to gym contract audits and a solid understanding of the fitness or healthcare sectors are also beneficial.

When discussing your approach to quality management during the interview, emphasize your systematic method of identifying quality parameters, conducting audits, and analyzing data to drive continuous improvement. Share specific examples of past roles where you've implemented successful quality assurance measures.

In your response, focus on specific tools or methodologies you’ve used to optimize processes, such as Lean or Six Sigma. Provide examples of measurable results you've achieved—like reducing costs or improving service delivery times—detailing how you engaged teams in those changes.

Talk about your experience working with legal teams to review contracts and operational procedures. Discuss how you assess risks by evaluating processes, staying updated with regulations, and communicating with all stakeholders to ensure compliance while maintaining quality standards.

When preparing your answer, highlight your ability to create detailed onboarding checklists, training sessions, and communication plans that ensure partners understand quality requirements. Discuss the importance of feedback in making iterative improvements to the onboarding experience.

In your answer, illustrate how you evaluate processes on a cost-benefit basis, utilizing data analysis to identify inefficiencies. You could share examples of past initiatives where you've successfully introduced automation or new workflows that enhanced quality while lowering expenses.

Explain the software and methodologies you prefer for conducting audits, such as using audit management tools or checklists. Mention how you involve team members in the audit process and the importance of transparency in fostering a culture of accountability.

Discuss your methods for collecting and analyzing customer feedback, including surveys or direct outreach. Emphasize how you use this data to inform quality initiatives and improve operational processes, ensuring that feedback loops contribute to a high-quality customer experience.

Highlight your communication skills and ability to work cross-functionally. Describe specific tactics you employ, such as regular check-ins with different teams, developing shared goals, and establishing a culture of compliance where all departments understand their role in maintaining quality standards.

Your answer should focus on methodologies like Plan-Do-Check-Act (PDCA) or Kaizen, illustrating how you can create an ongoing culture of improvement. Share examples of initiatives you’ve implemented that have led to sustained quality enhancements over time.

Prepare a concise story about a compliance challenge you faced in your previous roles. Emphasize how you identified the issue, collaborated with relevant teams to develop a solution, and the positive results achieved through effective resolution, showcasing your problem-solving skills.