Quality Control Manager

MTM Group is a multi-brand fitness, wellness, sports, and lifestyle organization operating premium facilities across Qatar. Our portfolio includes personal training, group exercise, aquatics, martial arts academies, recovery services, and education divisions. MTM Group is committed to delivering world-class standards across coaching, service delivery, safety, and member experience.

Role Overview

We are seeking an Quality Control Manager to design, implement, and enforce best in

class quality standards across all MTM Group divisions and facilities.

This is a senior governance and operational excellence role responsible for ensuring that every touchpoint of the member journey, from coaching quality and safety to service delivery and brand execution, meets internationally benchmarked standards.

The Quality Control Manager will act as the custodian of standards, working cross functionally with Operations, HR, Training, Sales, Marketing, and Facility Management to drive consistency, accountability, compliance, and continuous improvement across the organization.

Key Objectives of the Role

• Establish and maintain world-class quality standards across all MTM brands and services
• Ensure consistency in coaching delivery, service experience, safety, and professionalism
• Identify risks, gaps, and performance deviations before they impact members or brand reputation
• Embed a culture of excellence, accountability, and continuous improvement

Core Responsibilities1. Quality Frameworks & Standards

• Design, document, and maintain MTM Group Quality Control Frameworks, SOPs, and benchmarks across:
• Personal Training & Sports Performance
• Group Exercise (GX)
• Aquatics & Swim Academies
• Martial Arts & Combat Sports
• Recovery, wellness, and ancillary services
• Define minimum acceptable standards vs elite performance standards for all services.
• Ensure alignment with international best practices and relevant governing bodies.

2. Audits, Inspections & Assessments

• Conduct regular quality audits across all facilities and departments.
• Perform:
• Coaching quality audits (PT, GX, swim, martial arts)
• Class and session observations
• Facility, equipment, and safety inspections
• Front-of-house and customer service assessments
• Develop scoring systems and objective evaluation tools.
• Produce audit reports with clear findings, risk levels, and corrective actions.

3. Coaching & Instructional Quality

• Evaluate coaching methodology, cueing, programming, progression, and professionalism.
• Ensure instructors and coaches adhere to:
• MTM technical standards
• Safety protocols
• Brand tone and delivery expectations
• Collaborate with Training & Education teams to address skill gaps.
• Support the development of coach certification, upskilling, and re-training pathways.

4. Member Experience & Service Quality

• Monitor the full member journey, including:
• First contact
• Onboarding
• Session delivery
• Follow-ups
• Retention touchpoints
• Assess service quality across reception, sales handovers, instructors, and management.
• Implement feedback systems (surveys, mystery shopping, NPS).
• Ensure issues are escalated, resolved, and documented.

5. Health, Safety & Compliance

• Ensure strict compliance with:
• Health & safety standards
• Child safeguarding policies
• Risk management protocols
• Equipment safety and maintenance requirements
• Work closely with Operations to mitigate legal, safety, and reputational risk.
• Investigate incidents, complaints, or near-misses and recommend corrective actions.

6. Performance Reporting & Governance

• Develop and maintain quality KPIs, dashboards, and reporting structures.
• Track trends, recurring issues, and improvement over time.
• Present findings and recommendations to senior management and the CEO.
• Act as an independent quality authority, not influenced by operational pressure.

7. Continuous Improvement & Culture

• Drive a culture where quality is measured, coached, and expected, not assumed.
• Lead improvement initiatives and pilot programs.
• Support departments in implementing corrective action plans.
• Champion professionalism, discipline, and pride in delivery.

Required Experience & QualificationsProfessional Experience

• Minimum 7–10 years’ experience in fitness, wellness, sports, hospitality, or service-driven industries.
• Proven experience in:
• Quality control
• Operational excellence
• Auditing or standards enforcement
• Experience working across multi-site or multi-brand operations.
• Background in fitness, sports science, aquatics, martial arts, or hospitality is highly advantageous.

Technical & Professional Skills

• Deep understanding of:
• Coaching standards and methodologies
• Customer experience management
• Risk, safety, and compliance
• Strong analytical and reporting capabilities.
• Ability to design SOPs, frameworks, and evaluation tools.
• Confident in data interpretation, audits, and performance metrics.

Leadership & Personal Attributes

• High integrity, objectivity, and attention to detail.
• Confident communicator with the ability to challenge standards constructively.
• Strong stakeholder management skills.
• Highly organized, disciplined, and process-driven.
• Respected authority figure capable of influencing senior teams.
• Passion for excellence and continuous improvement.

Desirable Skills

• Sports science, physiotherapy, PE, or fitness-related degree.
• International experience or exposure to premium brands.
• Experience with accreditation or certification bodies.
• Background in training, education, or assessment frameworks.

What We Offer

• A senior, high-impact role within a leading regional fitness and wellness group.
• Authority to shape and enforce world-class quality standards.
• Exposure to multi-disciplinary, high-performance environments.
• Competitive Fixed Full Package
• Opportunity to leave a lasting legacy across MTM Group.

Job Type: Full-time