This paper analyzes the role of employees in the quality management system (QMS) through a theoretical and empirical approach. In the theoretical part, the paper defines the concept of quality management and explains the key elements of the quality management system, including standards, principles and tools for quality assurance and improvement. The focus is on the role of employees as the bearers of SUK implementation and maintenance, where their education, engagement and responsibility play a key role in achieving business excellence. Empirical research was conducted on a sample of 30 employees from an organization that uses SUK. An online survey was used to collect data, and the employees' sociodemographic data and their perception of the quality management system and technical support were analyzed. The research results showed that employees with a higher level of education and longer work experience play a significant role in making quality-related decisions and express a higher level of satisfaction with technical support. Respondents in managerial positions show greater responsibility for the implementation of QMS, while operational employees, despite less involvement in strategic decisions, play a key role in the implementation of operational tasks related to quality. The discussion points to the need for additional investment in training and technical support for operational employees to improve system efficiency. The conclusion suggests that education and work experience are key factors for the successful implementation of a quality management system, with a recommendation for further research and process improvement within the organization.