Accountability Analyst
CHA Consulting, Inc.
Director, Quality Assurance and Accountability
CHA Consulting, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $115,000 - $125,000 per year
Job Level
Lead
About the role
- Establish and lead a new Quality Assurance and Accountability department, with a focus on ensuring that resident complaints are appropriately addressed by the responsible property management teams. Lead the design and implementation of performance metrics, monitoring systems, and evaluation tools to assess program and operational effectiveness. Collaborate with cross-functional teams to identify areas for improvement and implement corrective actions to address process gaps as it relates to resolving resident complaints. Build, train, and manage a field-based team (Accountability Analysts) that regularly visits CHA properties to evaluate whether complaints have been resolved effectively and property conditions meet expected standards. Provide direct oversight of field operations, ensuring that field teams conduct thorough, objective, and well-documented evaluations ensuring alignment with organizational goals and operational standards. Spend regular time in the field conducting property reviews, observing site conditions, and verifying that complaint resolutions have been implemented appropriately. Conduct regular audits, assessments, and risk analyses to evaluate department performance and accountability. Regularly interact with Internal Audit and Controls department to elevate potential internal control issues. Prepare and present detailed reports, dashboards, and data analyses to senior leadership and stakeholders for their review and consideration. Drive a culture of accountability, innovation, and excellence throughout the organization. Stay current with best practices, emerging trends, and technologies in quality assurance and accountability.
Requirements
- Minimum of four (4) years of progressively responsible experience in quality assurance, organizational performance, or related functions, including demonstrable experience leading quality assurance operations. Strong knowledge of quality assurance methodologies, regulatory standards, and industry best practices. Excellent analytical, problem-solving, and project management skills. Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. Proficiency in data analysis tools, quality management software, and reporting platforms is an asset. This position requires a blend of in-office work and field-based work, including regular site visits to CHA properties. This position requires a Bachelor’s degree in Public Administration, Business, Organizational Development, Quality Management, or a related field, advanced degree preferred.
