Description

STATEMENT OF PURPOSE:

The Quality Assurance Lead fosters a culture of continuous quality improvement to ensure the organization provides excellent customer service by advising senior leadership, management and staff in ways to improve tenant services, providing expertise related to organizational performance, business intelligence, and analytics and preparing internal and external reports. The Lead devises and implements metrics and other measures that align with the mission and strategic directions of the organization. The position is the primary contact for tenant complaints and concerns and supports management to improve customer experience.

The Quality Assurance Lead is also responsible for leading people driven practices, processes, and technology to capture, organize, share, utilize, and create knowledge, which can be tacit or explicit. The position will promote a collaborative and knowledge sharing culture to execute the knowledge management mandate and is accountable to support the establishment of mechanisms for capturing knowledge on best practices and lessons learned about Neighbours operations and services internally and externally.

Reporting to the Chief Services Officer, the Lead analyzes service data, configures TREAT, formulates and generates reports from Information Management Systems (Yardi and TREAT) and other sources, monitors performance metrics, evaluates the effectiveness of services, leads or supports Quality Improvement projects, and recommends changes to the Senior Leadership Team. This position supports the Board’s Quality Committee and works with the management team to collect, analyze, interpret and report on data required to facilitate positive service outcomes and meet the needs of internal and external stakeholders.

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 also desirable.

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Competencies/Skills/Attributes

- 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 in preparing 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.
- Solid 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 quality improvement, project and change management skills and/or substantial exposure to project-based work structures. Proficiency and experience in gathering user requirements, understanding business processes and creating solutions based upon requirements. Credentials in these areas are assets.
- Well-developed communication skills. Demonstrated ability to communicate with staff at all levels and external partners and stakeholders with varying levels of technical knowledge. Highly developed ability to articulate a vision to lead and inspire others.
- 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.

📌 Quality Assurance Lead (Canada)
🏢 Neighbours Community Homes
📍 Canada