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About the Role

The Quality Assurance Lead drives continuous quality improvement to ensure excellent customer service by advising leadership on enhancing tenant services, providing expertise in performance, business intelligence, and analytics, and preparing reports. This role devises metrics aligned with organizational goals, serves as the primary contact for tenant concerns, and supports management in improving customer experience. The Lead also champions knowledge management practices to capture, share, and utilize organizational knowledge, fostering a collaborative culture.

Responsibilities

Analyze service data, configure TREAT, and generate reports from Information Management Systems (Yardi and TREAT).
Monitor performance metrics and evaluate service effectiveness.
Lead or support Quality Improvement projects and recommend changes to the Senior Leadership Team.
Support the Board’s Quality Committee and management in collecting, analyzing, interpreting, and reporting data.
Build positive, productive, and collaborative relationships within the organization and with stakeholders.
Create and implement policies on data usage, access, and privacy legislation compliance.
Ensure understanding of data importance by deeply understanding program processes and expected outcomes.
Assess project and program outcomes and ensure accurate data interpretation.
Act as a consultant to critically examine strategic issues and ground planning activities in reliable evidence.
Be accountable for data stewardship, ensuring data integrity, providing documented understanding, and establishing review/approval processes.
Identify needs and opportunities to build capacity for Quality Improvement (QI) in the organization.
Support the Executive Team in identifying, monitoring, and reporting key performance indicators.
Work with management to develop, define, measure, and analyze key performance indicators and operational metrics.
Plan, develop, test, and deploy decision support tools for data collection, incorporating automated solutions.
Conduct external research in relevant community sectors to identify indicators for organizational benchmarks and performance assessment.
Maximize information management system functionalities for tracking and improving performance and efficiencies.
Represent the organization at forums related to quality improvement, performance analysis, and management.
Design change initiatives, including identifying improvement approaches, change management requirements, measures, and resource needs.
Lead efforts to monitor and evaluate project interventions, document results, and provide feedback to stakeholders.
Act as a resource for management in capturing and understanding tenant/participant needs and engaging them in improvement initiatives.
Monitor the external environment for legislation, regulations, and policies impacting tenant quality and safety.
Track and analyze data, identify trends and anomalies, and develop performance reports.
Provide consultation and assistance in interpreting and communicating results to management and stakeholders.
Create custom reports on an ad hoc basis.
Prepare and assist in the submission of statistical and performance reports to funders.
Ensure compliance with grant and funder monitoring and evaluation requirements.
Produce regular and/or ad hoc reports and present to leadership, donors, management, staff, and tenants.
Prepare technical progress reports and contribute to other project reports.
Lead the design, implementation, and enhancement of data infrastructure for collecting, storing, reporting, and analyzing data.
Develop models and projections to support strategic planning.
Develop data models, data definitions, and reporting methodologies.
Ensure the team acquires, develops, and maintains knowledge of best practices and tools for data acquisition, transformation, maintenance, and analysis.
Design, build, implement, and maintain a knowledge management framework for end-user access to intellectual capital.
Construct access paths to information to facilitate end-user access.
Develop an understanding of information end-user needs and requirements.
Monitor and report on the usage of knowledge management assets and resources.
Plan and manage the delivery of knowledge management projects.
Lead efforts to promote the organization’s use of knowledge management and information sharing.
Manage the indexing, cataloguing, storage, and access of explicit organizational knowledge.
Promote knowledge sharing between information owners/users through operational processes and systems.
Provide guidance and training on quality improvement and decision support tools to other staff.
Research leading practices in quality improvement and performance measurement and facilitate their spread within the organization.
Be the primary point of contact for tenant complaints and concerns.
Identify pain points in the tenant experience by processing and analyzing tenant complaints and feedback.
Support management to monitor and improve service quality and performance, streamline processes, and increase operational efficiency.
Demonstrate personal commitment to the Mission and Vision of the organization.
Model organizational values, policies, and professional ethics.
Abide by the Neighbours Code of Conduct.
Demonstrate active support for organizational direction and priorities.
Proactively engage in program and organizational change activities.
Model and promote a culture of accountability for meeting decisions and goals.
Embrace and demonstrate Neighbours values in actions.
Participate in a work culture of positive thinking, initiative, and creativity.
Build teams founded on professionalism, integrity, and Neighbours values.
Identify and remove barriers to service excellence.
Instill a learning culture with staff through personal modeling and providing learning opportunities.
Commit to improving professional knowledge to recognize and deal with trends and issues.
Participate in relevant networks.
Comply with Neighbours policies, including those pertaining to client information confidentiality.
Represent the agency positively with clients, colleagues, and the community.
Ensure anti-racism objectives and community development policies are achieved.

Requirements

University degree in Computer Science, Data Management, Information Management, Library Science, Data Science, Business Administration, Quality Assurance, Information Technologies, Health Administration, Public Administration, or a related field.
Minimum 3-5 years’ experience in quality improvement, performance measurement, and business analytics.
Minimum of 3 years of experience in knowledge management, information management, data governance, or a related field.
Experience with open data, EDRMS, and data literacy initiatives is highly preferred.
Experience in a municipal or public sector environment is desirable.
Demonstrated experience defining system requirements and preparing specifications and architectural designs for the integration, implementation, and support of data technologies.
Experience or knowledge of the data requirements for Provincial and Municipal Governments.
Proficiency and experience in gathering user requirements, understanding business processes, and creating solutions based upon requirements.
Ability to handle confidential information and knowledge of privacy regulations and guidelines.
A successful police record check is required.

Skills

High Proficiency in the use of web-based interfaces, data mining, data and statistical analysis methods and techniques.
Ability to conceptualize information, communicate effectively, and lead discussions about service quality and trends.
Experience in visualizing data by creating graphs, charts, and plots.
Experience in preparing and presenting insightful reports and dashboards.
Knowledge and experience in coaching on quality improvement tools.
Understanding of service performance measurements and trends.
Strong knowledge of knowledge management systems, open data practices, and EDRMS.
Progressive technical knowledge and knowledge of best practices in Information Technology service delivery such as SDLC, PMBOK, DAMA DMBOK, COBIT and ITIL.
Proven leadership and problem-solving abilities.
Knowledge of technologies/solutions/platforms from SharePoint Online, OpenText, Intelex, Purview, Laserfiche and others is an asset.
Strong understanding of how business units have different data uses and requirements.
Ability to develop and deliver training programs on data literacy and knowledge management.
Solid interpersonal skills.
Advanced ability to coach and mentor staff.
Strong quality improvement, project and change management skills.
Substantial exposure to project-based work structures.
Well-developed communication skills.
Demonstrated ability to communicate with staff at all levels and external partners and stakeholders.
Highly developed ability to articulate a vision to lead and inspire others.
Solid project management skills including the implementation of project governance tools.
Excellent critical thinking, evaluation and analytical skills.
Ability for long-term visioning and strategic thinking.
Demonstrated organizational skills.
Excellent documentation and report writing ability.
Proficient competency with Microsoft Office Applications, including Excel, Outlook, Word, and PowerPoint.

Location

Admin office

Work Type

Full-time
Occasional work outside of regular work hours

Experience Level

3-5 years experience in quality improvement, performance measurement, and business analytics
Minimum of 3 years of experience in knowledge management, information management, data governance, or a related field

Education Level

University degree in Computer Science, Data Management, Information Management, Library Science, Data Science, Business Administration, Quality Assurance, Information Technologies, Health Administration, Public Administration, or a related field.

About the Company

Neighbours Community Homes is committed to providing excellent customer service and fostering a culture of continuous quality improvement.

Equal Opportunity

Neighbours may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help identify candidates whose skills and experience align with Neighbours’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.