RA Quality Control & Training Analyst

Quality Control/Training Analyst

The Quality Control/Training Analyst is responsible for monitoring the accuracy and quality of program transactions, identifying trends and errors, and translating those findings into practical training and coaching for staff. The role conducts regular quality reviews, develops and delivers training, and partners with leaders to strengthen compliance, data integrity, and customer service. This position supports the Rental Assistance Department by ensuring that core processes are consistent, compliant, and resident-focused.

Key Duties and Responsibilities

Quality Control

• Performs ongoing quality control reviews to ensure program compliance and adherence to departmental policies and procedures, HUD regulations, and other applicable requirements. Documenting findings and follow-up actions.
• Participates in internal assessments, audits, and monitoring activities as required.
• Identifies quality problems and trends, recommends practical solutions, and supports implementation of corrective action.
• Conduct routine quality control reviews on case files, transactions, and system records to ensure adherence to agency policies, HUD regulations, and other applicable requirements.

Training and Staff Development

• Provides supervision and guidance to new hires during the training period, including coordinating onboarding activities and addressing initial personnel matters.
• Provides facilities training and policy interpretation for applicable local, state, and federal housing programs.
• Reviews federal and state legislation, HUD notices, and other guidance. Analyzes regulations, prepares concise briefs, and provides related staff training.
• Develops and delivers staff training to implement changes in systems, policies, and procedures. Where appropriate, develop workload measures and performance indicators to support management decisions.
• Assists in the development, testing, and implementation of automated systems and technology solutions used by the department.
• Assists department directors with management, technical, and procedural issues. Prepare routine correspondence and written guidance as needed.

Compliance

• Manages departmental compliance with HUD systems, including PIC and EIV, ensuring accurate and timely reporting and resolution of discrepancies.
• Collects and monitors SEMAP data for compliance; prepares and submits MDHA's annual SEMAP certification and supporting documentation.
• Assists in maintaining and updating the Section 8 Administrative Plan, and helps develop related policies, procedures, and user guides.
• Receives and evaluates reasonable accommodation requests; makes determinations in accordance with applicable laws and agency policies.
• Prepares case files and represents the Agency at hearings when determinations are appealed.

Knowledge, Skills, and Abilities Required

• Working knowledge of quality assurance principles, basic audit techniques, and performance measurement concepts.
• Ability to interpret and apply policies, procedures, and regulatory requirements; housing program or HUD experience is strongly preferred.
• Strong analytical and problem-solving skills, with the ability to recognize patterns, identify root causes, and propose practical solutions.
• Strong attention to detail, organization, and follow-through in a high-volume, deadline-driven environment.
• Ability to build collaborative working relationships with staff at all levels and to support a culture of continuous improvement and accountability.
• Proficiency with MS Office (Word, Excel, PowerPoint, and other Microsoft software. Familiar with Yardi.

Education, Experience & Other Requirements

Minimum Qualifications

• Bachelor's degree in business administration, public administration, social services, education, or a related field, and
• 5-7 years of progressive experience in quality control, auditing, compliance, training, or closely related work, preferably in a housing, public sector, or highly regulated environment.
• Experience reviewing case files, transactions, or service interactions for accuracy and compliance using checklists or standardized tools.
• Experience developing and/or delivering training, coaching, or technical assistance to staff.

Preferred Qualifications

• Master's degree in public administration, business administration, or a closely related field from an accredited institution, and
• 4-5 years of progressive direct experience in a public housing authority, Housing Choice Voucher (HCV) public housing, RAD/PBV, or similar housing program environment, and
• Formal training or certification in quality assurance, internal auditing, training and development, or process improvement; and
• Experience using learning management systems (LMS) or e-learning tools for training delivery and tracking.