Quality Control Coordinator

HOM, INC.•Phoenix, AZ

About The Position

The Quality Control Coordinator supports consistent, accurate, and compliant housing program operations through systematic quality-control reviews, audit coordination, housing software support, and employee coaching. This position reviews work completed across housing program and landlord relations functions, identifies individual and systemic trends, and helps translate findings into practical improvements. The coordinator works collaboratively with employees, supervisors, training staff, program leadership, and other internal stakeholders to strengthen documentation, workflows, communication, and service delivery. This role requires strong knowledge of housing programs, sound judgment, attention to detail, and the ability to provide clear and compassionate guidance while ensuring the quality-control process remains supportive, constructive, and focused on improvement.

Requirements

Strong knowledge of assisted housing, rental assistance, landlord relations, or related housing program operations.
Ability to review complex files, calculations, documentation, and system records for accuracy, completeness, and compliance.
Strong analytical and critical-thinking skills, including the ability to identify patterns, determine root causes, and recommend practical solutions.
Ability to interpret and apply program requirements, contracts, policies, procedures, and written guidance.
Strong attention to detail, organization, documentation, and follow-through.
Ability to manage multiple priorities, deadlines, reviews, and audit requests simultaneously.
Strong written and verbal communication skills, including the ability to explain complex information clearly and provide constructive, nonpunitive coaching.
Sound judgment in resolving issues independently and determining when escalation is appropriate.
Strong interpersonal skills and the ability to collaborate effectively with employees, supervisors, leaders, training staff, technical staff, partners, and auditors.
Ability to adapt to changing program requirements, technology, workflows, and organizational priorities.
Proficiency with business software, housing databases, reporting tools, spreadsheets, and other technology used to review and document program activity.
Ability to handle sensitive and confidential information, including Personally Identifiable Information (PII) and Protected Health Information (PHI), in accordance with organizational policies.
Willingness to invest in professional development, including learning new skills, reviewing reference materials, participating in training, and engaging in other development activities.
Valid local driver's license and current automobile insurance.
Willingness to travel as necessary to meet the needs of the organization.
Ability to perform duties as needed or assigned.
High school diploma or GED required.
Experience in housing programs, property management, quality and compliance or a related field required.

Nice To Haves

An associate or bachelor’s degree preferred.
Experience reviewing program documentation for accuracy, completeness, and compliance preferred.
Experience providing staff coaching or technical guidance preferred.
Experience supporting audits or quality-improvement activities preferred.

Responsibilities

Conduct systematic, random reviews of files and program activity across housing program and landlord relations functions, with sampling from each applicable team member.
Review files and system records for completeness, accuracy, timeliness, and compliance with applicable requirements, contracts, policies, procedures, and established workflows.
Evaluate applicable eligibility determinations, household composition, income calculations, tenant and landlord payments, tenancy actions, and supporting documentation.
Provide support with tenancy action reviews as needed.
Document findings and required corrections, communicate results to applicable employees and supervisors, and confirm appropriate follow-up is completed.
Coordinate with employees and supervisors to clarify findings and confirm identified corrections are completed.
Escalate significant findings, repeated concerns, or potential compliance risks to the appropriate member of leadership.
Analyze review results to identify individual and broader trends and recommend improvements to workflows, documentation standards, system use, training, and internal controls.
Coordinate preparation and response activities for internal, partner, funder, regulatory, and other program audits or monitoring reviews.
Pull and organize requested files, reports, and supporting documentation and review materials in advance for completeness, accuracy, and potential compliance concerns.
Work with employees and leaders to locate missing information, resolve documentation concerns, and prepare materials for submission.
Assist with drafting accurate and timely responses to audit questions and findings.
Track audit requests, submissions, findings, corrective actions, and outstanding follow-ups.
Coordinate post-audit efforts to obtain missing documentation, complete corrective actions, and address identified concerns.
Evaluate audit findings and recommend process improvements that reduce recurring errors and strengthen future audit readiness.
Serve as the first point of contact when employees report that something in Journey does not appear to be functioning correctly.
Gather relevant information and conduct initial troubleshooting to determine whether the concern involves user guidance, workflow, system configuration, or a technical issue.
Resolve routine questions within the position’s knowledge and access and escalate issues requiring additional technical or administrative support.
Track reported issues, resolutions, recurring concerns, and outstanding follow-ups.
Communicate significant Journey updates, changes, known issues, and new functionality consistently across HOM.
Help establish and maintain a formal process for Journey questions, issue reporting, escalation, resolution, and organization-wide communication.
Provide compassionate one-on-one or small-group coaching based on findings and trends identified through quality-control reviews, audits, and Journey support.
Explain requirements, findings, and corrective actions clearly and respectfully, with an emphasis on understanding, consistency, and future improvement.
Adapt coaching approaches based on the employee’s experience, learning needs, and the complexity of the issue.
Coordinate with supervisors and training team when findings indicate a need for additional coaching, performance support, refresher training, or broader education.
Translate recurring findings into job aids, checklists, written guidance, process updates, or refresher training.
Support the implementation of approved improvements and evaluate whether changes reduce recurring errors or concerns.
Maintain accurate and organized records of quality-control reviews, audit activity, Journey issues, coaching, corrective actions, and process recommendations.
Prepare summaries and trend reports for supervisors, program leaders, and other appropriate stakeholders.
Manage multiple concurrent reviews, audit requests, support needs, and follow-up activities while meeting established priorities and deadlines.
Maintain working knowledge of applicable housing program requirements, landlord relations practices, contracts, policies, procedures, workflows, and system changes.
Collaborate across departments, programs, and office locations to promote consistent practices and resolve issues affecting compliance or service delivery.
Handle sensitive findings and employee information with professionalism, discretion, and appropriate confidentiality.