Quality Assurance Manager (NTHDC)

Tampa Housing Authority 

Quality Assurance Manager

Department: North Tampa Housing Development Corporation 

 (NTHDC)

Reports To: Assistant Director – NTHDC FLSA: E  

Summary 

The Quality Assurance Manager is responsible for overseeing, developing, and implementing quality assurance protocols that ensure compliance with HUD regulations, PBCA performance standards, internal policies, and contractual obligations. This position ensures that operational workflows, processes, and program documentation meet established accuracy and timeliness benchmarks for all IBPS and PBT tasks performed by the PBCA. The Quality Assurance Manager provides guidance to staff, identifies and areas for process improvement, leads quality improvement initiatives, and ensures consistency across all QA-related functions. 

Essential Job Functions

1. People Management & Leadership:

a. Provide leadership and direction to QA team members, fostering a culture of accountability, growth, and continuous improvement.

b. Oversee daily staff performance and workload distribution, ensuring clarity of assignments and expectations.

c. Conduct regular coaching, performance conversations, and training assessments to enhance staff competency and engagement.

d. Promote strong collaboration with cross‑departmental teams, aligning QA goals with organizational priorities.

e. Lead by example in professionalism, ethical conduct, communication, and customer‑service excellence.

f. Guide staff through organizational changes by communicating priorities, clarifying expectations, and ensuring adoption of new quality procedures.

2. Quality Review & Compliance:

1. Develop and maintain quality assurance standards, procedures, and monitoring tools and databases to ensure regulatory compliance and operational accuracy.
2. Conduct routine audits of files, reports, communications, and documentation to verify adherence to HUD, PBCA, and internal guidelines.
3. Monitor timeliness metrics, including response deadlines, follow‑up requirements, and case closure timelines.
4. Prepare periodic QA reports, trend analyses, and summaries identifying areas of risk and recommending improvement strategies.
5. Uphold confidentiality and ensure compliance with Privacy Act restrictions when handling resident and property information.

3. Reporting & Audits:

1. Verify accuracy of monthly, quarterly, semi-annual and annual PBCA reporting.
2. Assist with internal and external audits by providing documentation and analysis.
3. Produce quality assurance reports summarizing findings, trends, and recommendations.

4. Continuous Improvement:

1. Identify process gaps and collaborate with management to implement improvements.
2. Works closely with the Business Analyst to communicate and develop reporting dashboards, systems enhancements, and technology solutions to support and monitor program operations and continuous process improvements. 
3. Support training initiatives by providing feedback on compliance issues and best practices.

Knowledge, Skills, and Abilities

1. Strong understanding of HUD regulations, PBCA requirements, and ACC standards. 
2. Strong supervisory or team leadership experience.
3. Knowledge of quality assurance principles and performance measurement. 
4. Ability to analyze data, identify discrepancies, and recommend corrective actions. 
5. Excellent communication skills for reporting findings and collaborating with teams. 
6. Proficiency in Microsoft Office Suite and HUD systems (HUD Secure Systems Applications preferred). 
7. Detail-oriented with strong organizational and problem-solving skills.
8. Knowledge of quality control principles and continuous improvement methodologies (Lean, Six Sigma, or similar).

9. Strong communication and collaboration skills for cross-functional projects.

10. Detail-oriented with excellent problem-solving abilities.

11. Ability to provide information in a courteous diplomatic manner.

12. Ability to multi-task and be self-motivated.

13. Ability to travel (up to 20%).

Minimum Qualifications

Bachelor’s degree in Business, Public Administration, or related field preferred; equivalent experience considered. Minimum of 5 years’ experience in housing compliance, quality assurance, or related field.

Familiarity with HUD programs and PBCA operations strongly preferred. Other: Valid Florida Driver’s License; Insurable under the agency’s insurance policy.