Quality Assurance Manager

Housing Authority of New Orleans•New Orleans, LA

About The Position

HANO’s goal is to ensure that applicants, participants, and landlords are treated in a courteous and professional manner. The Quality Assurance Manager is responsible for monitoring the performance contracted third-party call center, Gilson Housing Partners, to ensure that the customer service representatives deliver high-quality customer service, comply with all federal and state regulations, contractual performance standards, and support HANO’s mission to provide safe, decent, and affordable housing to the residents of New Orleans. The Quality Assurance Manager will also be responsible customer service functions, day-to-day operations, and long-term performance of the lobby and other personnel as needed to ensure that the service and information provided is timely and accurate.

Requirements

Bachelor’s degree in public administration, Business, Social Services, or related field required; Master’s degree preferred.
Minimum 5 years of experience in quality assurance, compliance, or call center management, preferably within a housing authority, PHA, or public service organization.
Demonstrated experience monitoring third-party vendors and managing contracts.
Knowledge of HUD regulations, Housing Choice Voucher (HCV) program, and affordable housing programs strongly preferred.

Responsibilities

Act as HANO’s representative in ensuring tenants, landlords, and applicants receive courteous and professional assistance.
Serve as HANO’s primary liaison for monitoring Gilson Housing Partners’ call center operations.
Analyze complaint trends to identify systemic issues and work with internal and external partners to implement corrective measures.
Ensure compliance with HUD regulations, HANO policies, and contract requirements.
Review and interpret service level agreements (SLAs) to track adherence to key performance indicators (KPIs) including call wait times, abandonment rates, resolution rates, and customer satisfaction.
Conduct periodic audits of call recordings, case handling, and reporting to verify accuracy, professionalism, and policy compliance.
Other duties as assigned.
Conducts Quality Control compliance reviews of the various programmatic elements of the Authority’s operations (e.g., application and intake processes, re-examinations, inspections, etc.)
Conduct annual re-examinations for program participants identified as HANO employees.
Performs other duties as assigned.
Develop and implement a robust quality assurance framework, including evaluation tools, call scoring rubrics, and performance dashboards.
Audit 10% of the recorded calls to ensure compliance with the agency’s policies and procedures.
Track call center metrics and generate performance reports for HANO leadership and the Board of Commissioners.
Identify service delivery gaps and recommend corrective actions to improve performance.
Partner with Gilson Housing Partners’ management team to implement continuous quality improvement initiatives.