Knowledge Management and Quality Assurance Lead

Neighbours Community Homes; Toronto; On-site; CAD 69,000 - 77,000; Full time

Job summary

A dynamic non-profit organization seeks a Knowledge Management and Quality Assurance Lead to enhance tenant services through quality improvement and data analysis. This role will drive organizational performance metrics, manage tenant relationships, and implement knowledge-sharing systems. The ideal candidate will possess a strong background in data management and quality assurance, ensuring alignment with strategic goals and effective project execution.

Qualifications

• 3-5 years’ experience in quality improvement and analytics.
• Experience with knowledge management systems is highly preferred.
• Strong knowledge of quality assurance practices.

Responsibilities

• Develop metrics for organizational performance and report findings.
• Lead knowledge management practices and promote data use.
• Act as primary contact for tenant feedback and service improvement.

Skills

Data Analysis

Quality Improvement

Communication

Project Management

Statistical Analysis

Education

University degree in Computer Science or related field

Certification in Quality Assurance

Tools

Yardi

TREAT

Microsoft Office

Job description

Knowledge Management and Quality Assurance Lead

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Knowledge Management and Quality Assurance Lead

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STATEMENT OF PURPOSE:

The Knowledge Management and Quality Assurance Lead fosters a culture of continuous quality improvement to ensure excellent tenant services. This role advises leadership and staff, provides expertise in organizational performance, business intelligence, and analytics, and prepares internal and external reports. The Lead develops and implements metrics that align with the organization’s mission and strategic goals and serves as the primary contact for tenant complaints, supporting management in enhancing the customer experience.

This position also leads knowledge management practices to capture, organize, share, and apply both tacit and explicit knowledge. It promotes a collaborative, knowledge-sharing environment and helps establish systems to document best practices and lessons learned related to Neighbours operations and services.

Reporting to the Chief Services Officer, the Lead analyzes service data, configures TREAT, generates reports from systems such as Yardi and TREAT, monitors performance metrics, and supports quality improvement projects. This role contributes to the Board’s Quality Committee and collaborates with managers to collect, interpret, and report data that drive positive service outcomes.

2.POSITION RESPONSIBILITIES

OPERATIONAL RESPONSIBILITIES

1)User Consultancy & Data Support:

• Build positive, productive and collaborative relationships within the organization, across the programs and with stakeholders.
• Create and implement policies on what and how data is used for reporting, including who has access to the data and ensure privacy legislation is followed.
• Ensure an understanding of the importance and impact of data presented by developing a deep understanding of program processes and expected outcomes.
• Help assess project and program outcomes and ensure interpretation of data is accurate.
• Act as a consultant to ensure that various strategic issues and priorities are critically examined and that the planning activities are grounded in sound and reliable evidence.
• Ensure data stewardship by maintaining data integrity, documenting for accurate interpretation, and establishing review and approval processes for appropriate use.
• 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 to deliver insights into strategic and operational performance.
• Lead the design, development, and deployment of decision support tools and surveys, integrating automated solutions to improve data collection, quality, and efficiency.
• Conduct external research in relevant community sectors; identify indicators that would improve the establishment of organizational benchmarks and assessment of organizational performance.
• Maximize the functionalities of information management systems in tracking and improving performance and efficiencies.
• Represent the organization at appropriate forums within the sector related to quality improvement, performance analysis, and performance management.
• Analyze data, identify trends, prepare performance reports, and support management in interpreting and communicating results; create custom reports as needed.
• Lead efforts to monitor and evaluate project interventions, document results and provide feedback to stakeholders to guide decision-making.
• Act as a resource for management for capturing and understanding the needs of tenants and participants and engaging them appropriately in improvement initiatives.
• Monitor the external environment to stay current in relation to legislation, regulations, and policies with the potential to impact the quality and safety of tenants.

2)Performance Analytics & Reporting

• Analyze data, identify trends, prepare performance reports, and support management in interpreting and communicating results; create custom reports as needed.
• Prepare and assist in the submission of statistical and performance reports to the Ministry of Health, Ontario Health, City of Toronto and other funders or donors.
• Ensure compliance with grant and funder monitoring and evaluation requirements and complete reporting based on indicators.
• Produce regular and/or ad hoc reports and present to the CEO, the Board of directors, donors, management, staff, and tenants when needed.
• Prepare technical progress reports and contribute to other project reports such as annual work plans and case studies as required.

3)Data Warehousing & Infrastructure Development

• Lead the design and enhancement of data infrastructure to support collection, storage, reporting, and analysis across tenant engagement, support services, property, and back-office functions.
• Develops models and projections to support strategic planning.
• Develops data models, data definitions and reporting methodologies.
• Ensures the team acquires, develops and maintains knowledge of best practices and tools needed for data acquisition, transformation, maintenance, and analysis,

4)Knowledge Management

• Design, build, implement, and maintain a knowledge management framework that provides end-users access to the organization's intellectual capital.
• Construct access paths to information (e.g., link pages) to facilitate access by end-users.
• Develop an understanding of the needs and requirements of information end-users.
• 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 (e.g., hard copy documents, digital files).
• Promote knowledge sharing between information owners/users through an organization's operational processes and systems.
• Provide guidance and training on quality improvement and decision support tools to other staff, as required.
• Research leading practices in quality improvement and performance measurement and facilitate the spread of relevant leading practices within the organization.

5)Tenant Relations and Engagement

• Responsible for being 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 and engaging with tenants.
• Support management to monitor and improve service quality and performance, streamline processes and increase efficiency in operations.

3.COMPETENCIES

• 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 also desirable.
• 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 with different stakeholders.
• Experience in visualizing data by creating graphs, charts, and plots to communicate data trends and patterns, and presenting insightful reports and dashboards.
• Knowledge and experience in coaching on quality improvement tools, understanding service performance measurements and trends.
• Strong knowledge of knowledge management systems, open data practices, and EDRMS.
• Demonstrated experience defining system requirements and preparing specifications and architectural designs for the integration, implementation and support of data technologies into the existing network infrastructure.
• Proficiency in data governance frameworks and tools.
• Experience or knowledge of the data requirements for Provincial and Municipal Governments.
• 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 considered an asset.
• Strong understanding of how business units (such as Human Resources, Finance, and Operating departments, etc.) will 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 skills in quality improvement, project and change management; experienced in gathering user requirements, analyzing business processes, and designing solutions. Related credentials are an asset.
• Excellent communication skills; able to engage diverse audiences and clearly convey vision to staff and stakeholders at all levels.
• Demonstrate solid project management skills including the implementation of necessary and appropriate project governance tools within a community-based context.
• Ability to handle confidential information and knowledge of privacy regulations and guidelines.
• Excellent critical thinking, evaluation and analytical skills and the ability for long-term visioning and strategic thinking.
• Demonstrated organizational skills along with excellent documentation and report writing ability.
• Proficient competency with Microsoft Office Applications, including Excel, Outlook, Word, and PowerPoint.

Special Requirements:

• As a condition of employment, a successful police record check is required.

Salary Range:

• $69,000.00 - $76,306.63

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Information Technology, and Sales

• Industries

  Non-profit Organization Management

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