Director, Quality Assurance and Accountability

We are seeking a dynamic and experienced professional to serve as the Director of Quality Assurance and Accountability (QAA) that will be responsible for leading a new department focused on monitoring the resolution of resident complaints, and providing feedback to the appropriate departments to ensure accountability. This Director will build this function from the ground up, under the direction of the Senior Director, developing and implementing strategic frameworks, systems, and tools that ensure our operations consistently meet high standards of excellence and align with the organization’s mission, vision, and goals. This role is pivotal in driving continuous improvement and resident satisfaction. This role will lead a field-based team that ensures property management teams are appropriately addressing resident complaints and that conditions at CHA properties meet organizational expectations.

DUTIES AND RESPONSIBILITIES

• 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.

QUALIFICATIONS

This position requires a Bachelor’s degree in Public Administration, Business, Organizational Development, Quality Management, or a related field, advanced degree preferred.

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. 

BENEFITS AT-A-GLANCE

• Vacation, Sick and Personal, competitive PTO package       
• Medical (HMO, PPO, and No employee cost High-Deductible PPO) Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability Insurance
• Long-Term Care Insurance
• Pet Insurance
• Parking Transit
• Prepaid Legal Services
• Brightstar 529 College Savings Plan
• Identity Theft Protection
• Hospital Indemnity Insurance
• Voluntary Critical Illness Insurance
• Deferred Compensation Plan: Empower 457/401(a) with a 3% employer match
• Pension Plan: CHA makes contributions on behalf of the employee, along with the employee's 3% contribution; 100% vesting occurs after 6 years of continuous employment or opt-out of CHA's Retirement Plan and continues to participate in the Municipal Employees Annuity and Benefit Fund of Chicago
• Hybrid work schedule (position specific) This position may be eligible for remote work following a successful completion of a 90-day probationary period according to CHA’s established policies and procedures.

"Applications will be accepted for 30 days from the date of posting. However, the position may be closed at any point if a sufficient number of qualified applications are received.”

Salary or Range: $115,000 – 125,000

Grade: S9

FLSA: Exempt 

Union: No