QA Engineer

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.

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