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Quality Assurance Lead
Neighbours Homes Community
·
2.0
Toronto, ON
$69,000–$76,300 a year
Permanent, Full-time
Apply on company site

Job details

$69,000–$76,300 a year
Paid time off, Vision care, Dental care, Employee assistance program, Disability insurance, RRSP match, Extended health care, RRSP
Permanent, Full-time
Toronto, ON

Full job description

Inviting Qualified Candidates from within Canada

About Us:

Neighbours Community Homes is Toronto’s leading non-profit supportive housing agency with a 45-year track record of excellence. Neighbours offers permanent, affordable housing and social programs to support individuals challenged by complex mental illness and addiction, including those who are homeless or otherwise marginalized. We own 53 buildings with 1400 supportive housing units. We provide support services and/or rent subsidies to tenants in 250 units in the rental market. Neighbours Community Homes works closely with sector partners to deliver programs and advocate for solutions that will address homelessness and end the legacy of institutionalization.

About the role:

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.

Key Duties and Responsibilities:

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.
  • Ensures the appropriate application of the data by establishing appropriate review and approval processes
  • Identify needs and opportunities to build capacity for Quality Improvement (QI) in the organization.
  • Work with management to develop, define, measure, and analyze key performance indicators and operational metrics to deliver insights into strategic and operational performance.
  • Plan, develop, test and deploy decision support tools for collection of required data, incorporating automated solutions wherever possible, to drive quality and efficiency, and provide leadership to design, implementation and analysis of surveys tenant and participant.

Performance Analytics & Reporting

  • Track and analyze data, identify trends and anomalies, develop and prepare regular performance reports, and provide consultation and assistance in the interpretation and communication of results to management and stakeholders, as well as creating custom reports on an ad hoc basis.
  • 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.

Data Warehousing & Infrastructure Development

  • Leads the design, implementation, and ongoing enhancement of data infrastructure necessary to collect, store, report and analyze data and trends related to tenant engagement, support services, property services, back-office functions.
  • Develops models and projections to support strategic planning.

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.
  • Plan and manage the delivery of knowledge management projects.
  • 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.

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.

What we are looking for:

  • 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.

Benefits

  • ​Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Paid Time Off Benefits
  • Training & Development
  • Employee Assistance Program - Counseling

As a condition of employment, a successful police record check for Vulnerable Sector is required. Candidates must be legally entitled to work in the country where this role is located.

This position is being posted in response to an existing vacancy at Neighbours Community Homes

Neighours’ may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us 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.

Accommodation is available upon request for candidates with disabilities who are participating in the recruitment process and for those hired.

For the full job description, visit our website Careers - Neighbours and apply with a resume and cover letter on or before October 29, 2026.

Pay: $69,000.00-$76,300.00 per year

Benefits:

  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Paid time off
  • RRSP match
  • Vision care

Work Location: In person

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