Habitat for Humanity International (HFHI) is currently seeking an experienced professional to serve as a Quality Assurance & Monitoring Specialist to work with our Operational Excellence team. The Quality Assurance & Monitoring Specialist will provide support for the roll out, collection, and analysis of the Quality Assurance Checklist (QA) and the QA Validation processes, to the US Office and local Habitat for Humanity affiliates.
Habitat for Humanity affiliates in the U.S. are required to submit the Quality Assurance Checklist (QA). The QA is a self-assessment tool that looks at sound, professional business practices and compliance with core Habitat for Humanity and other legal policies. The QA sets the standard for consistency among Habitat affiliates. In addition, a number of affiliates are selected each year for validation of their submitted QA.
Reporting to the Director of Affiliate Management & Operations Expertise Hub, this position will require approximately 5% domestic travel and could be located in our Atlanta office or remote within the US.
- Manage Quality Assurance (QA) compliance data and share results with Quality Assurance (QA) team and various departments within HFHI
- Assist in conducting random verification checks to validate the accuracy of the QA standards
- Create and review reports, and analyze trends in meeting QA standards
- Support following up with affiliates when QA standards are not met and connecting them to appropriate resources
- Provide support for questions related to Quality Assurance to affiliate leaders and staff via email and phone
- Manage and update internal QA process documents, form letters and reports
- Participate in Operational Excellence department projects as needed, including policy work and engagement with the Management and Operations Expertise Hub.
- Assist in developing, revising and/or implementing processes and procedures related to Quality Assurance work, including technical assistance, follow up, etc.
- Manage day-to-day technical issues with the Affiliate Support Center relating to dissemination and submission of QA documents by affiliates
- Update the Affiliate Support Center with new affiliate contact information, affiliate name changes, and dissolved/merged affiliates as needed
- Conduct trainings for staff and affiliates, in person, virtually or by telephone, regarding QA and be able to present the rationale for meeting minimum HFHI standards
- 3-5 years related experience
- Strong proficiency using MS Excel and/or MS Access
- Ability to manage multiple projects and prioritize
- Work with minimal supervision
- Evidence of providing effective customer service using a variety of methods (cold calls, email, webinars) to a variety of stakeholders