Director of Quality Assurance and Improvement

About This Position:

The Director of Quality Assurance and Improvement (Director QA/I) is responsible for working collaboratively with senior leadership to strengthen and constantly improve Tenderloin Housing Clinic’s (THC) internal processes, controls and infrastructure to ensure THC is providing the highest quality services, in accordance with THC’s Mission, Core Values, and Customer Service Philosophy. The Director of QA/I will be a key strategic leader in developing a high-performance culture that is focused on learning, improvement, risk mitigation and data-driven decision-making.

Job Duties:

Quality Assurance and Improvement
• In conjunction with the Deputy Director, participate in developing agency operational plans and corresponding budgets that align with the short and the long-term strategic objectives of the agency.
• Design quality assurance, quality improvement and risk mitigation systems and standards that align with the agency’s strategic and operational plans, funding requirements and are in compliance with all applicable rules, regulations, and governing laws.
• Lead the development of key metrics, benchmarking and internal audit programs that include systems analysis, procedural reviews, and other activities that monitor and drive the agency to meet and exceed strategic and operational objectives.
• Conduct presentations and trainings with key staff to review findings and best practice recommendations, based on external research and internal audits/metrics analysis.
• Coordinate all non-legal research and efforts to assist agency Counsel address legal claims against THC, and investigations or inquiries from federal/state/local agencies.
• Oversee liability insurance issues including preparation of renewal packet, ongoing review of coverage, and internal risk management compliance and improvement.
• Lead and/or assist in the development of uniform policies, procedures, methods for oversight, short-term objectives, and long-range goals to improve the agency, as assigned.

Administration and Operations
• Negotiate and/or evaluate contracts and make recommendations, as assigned.
• Lead a variety of short- and long-term projects that strengthen the internal processes and infrastructure of the agency. Ensure projects are aligned with THC’s Mission and goals, stay within budget, are executed in an efficient and timely manner, and that all deliverables and outcomes are met and/or exceeded.
• Coordinate, prepare for, and participate in external audits on THC Governance and related agency-wide audits of a non-programmatic nature.
• Oversee document management and retention for the agency, including managing the agency’s policy and procedure manual and all Sunshine Ordinance Requests.
• Participate in program proposals associated with Grants, Requests for Qualifications (RFQ), Requests for Proposal (RFP), and Notices of Funding Availability (NOFA), as assigned.
• Produce reports for the Deputy Director, Department Directors, funders, and regulatory agencies, as assigned.
• Participate in internal and external meetings and committees, as directed by the Executive Director and Deputy Director.

Leadership and Management
• Oversee and ensure the hiring, training, direction, supervision, development, evaluation, and performance management of administrative staff in accordance with THC policies and directives.
• Conduct regularly scheduled meetings, supervisions, and trainings to motivate staff for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
• Ensure appropriate staff development and training is provided for the administrative staff and self.
• Ensure administrative staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold the staff accountable for high levels of performance, team work, and quality customer service.
• Provide strong leadership, vision, and direction to staff that engender trust and respect, and that build effective working relationships.
• Directly supervise the administrative staff and oversee select activities of consultants that assist on various projects.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.


• BA/BS degree in Business or related field required; JD degree or MA/MS degree in Public Administration, Business Administration, or related field strongly preferred.
• Must have a minimum of 5 years of experience being responsible for management and operations. Experience overseeing and/or performing quality assurance and improvement activities strongly preferred.
• Must have a demonstrated ability to manage operations in a complex, fast-paced non-profit environment that serves low-income communities with diverse cultural backgrounds.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have an ability to produce and analyze reports consistently and accurately, and write business correspondence and agency policies/procedures.
• Must have an ability to effectively present information and respond to questions from groups of managers, employees, clients, funders, governmental agencies, and the general public.
• Must have an ability to read, understand, apply language and concepts, and make independent decisions based on policies, governmental regulations, technical procedures, general business periodicals, professional journals, and contracts.
• Must have demonstrated analytical, critical thinking, problem-solving, strategic thinking, negotiating, and planning skills.
• Must have conflict resolution experience.
• Must have demonstrated customer service skills.
• Must be results-oriented, highly organized, very detail-oriented, proactive, resourceful, able to manage multiple high-level projects with strict timetables, and have solid administrative follow-through while working in a fast-paced environment.
• Knowledge of Landlord/Tenant law, terms of tenancy, general Property Management principles, and employment law preferred.
• Must read, communicate orally, and write in English.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Experience working directly or indirectly with the homeless and/or formerly homeless population strongly preferred.

• Demonstrates passion, commitment, and behavior that are consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Demonstrates exceptional leadership qualities such as maintaining vision, expectations, and energy for positive improvement and results.
• Desires and has the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
• Adapts well to change, and remains professional, respectful, and composed at all times.
• Possesses very high levels of integrity, creditability, dependability, and accountability.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
• Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
• Works well independently, collaboratively, and as a team member.
• Has good time management skills and is punctual to work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as threatening or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

How to Apply:

Please email your resume and cover letter to

Tenderloin Housing Clinic is an Equal Opportunity Employer and is committed to a work environment that values diversity and inclusiveness. All qualified individuals are encouraged to apply. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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