Director, Quality Assurance and Accountability (QAA)

Chicago Housing Authority; Chicago (IL); On-site; USD 115,000 - 125,000; Full time

Benefits offered by this job

Vacation, Sick and Personal time

Medical, Dental, and Vision Insurance

Disability Insurance

Pension Plan with employer contributions

Hybrid work schedule

Job summary

A government agency in Chicago seeks a Director of Quality Assurance and Accountability to lead efforts in addressing resident complaints and improve service standards. The candidate should have a Bachelor’s degree and at least four years of experience in quality assurance. The position offers a salary range of $115,000 - $125,000 with a hybrid work schedule and a comprehensive benefits package.

Qualifications

• Minimum of four years in quality assurance or related functions.
• Experience leading quality assurance operations is essential.
• Strong knowledge of regulatory standards and industry best practices.

Responsibilities

• Lead a new Quality Assurance department focused on resident complaints.
• Design and implement performance metrics and evaluation tools.
• Conduct audits and assessments to evaluate department performance.

Skills

Analytical skills

Problem-solving

Project management

Interpersonal skills

Education

Bachelor’s degree in related field

Advanced degree preferred

Tools

Data analysis tools

Quality management software

Job description

Director, Quality Assurance and Accountability (QAA)

Chicago Housing Authority provided pay range. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$115,000.00/yr - $125,000.00/yr

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

• 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.

All applicants must apply directly to the company webpage at: CAREERS.THECHA.ORG to complete the application.

Salary or Range: $115,000 – 125,000

Grade: S9

FLSA: Exempt

Union: No

Details

• Seniority level: Director


• Employment type: Full-time


• Job function: Quality Assurance


• Industries: Government Administration