Respond is one of the largest housing associations in Ireland, providing social housing and homeless services. Our vision is that every family and individual in Ireland will have high-quality housing as part of a vibrant and caring community. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision. Respond is committed to equal employment and growing a diverse workforce. If you do not tick every box there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply Job title: Quality & Performance Analyst Location:Dublin/Hybrid Reporting to:Director of Services Terms:Permanent, full-time, 39 hours per week (Mon-Fri) Salary:€57,622 - €74,570 (Please note that offers are typically made at the beginning to mid-range of the advertised salary, based on skills and experience) Job Purpose:To work with the Director of Services in supporting the continuous improvement of the Services Department. This Quality and Performance Manager position iskey indeveloping the information and data within the Services Department performance reporting systems an analyse and ensure the ongoing quality of the data held. The role will support and enhance strategic development of the services and the delivery of our services to our Service Users. A key element of the role will be streamlining KPIs and reporting systems ensuring they are coherent and accurate. The QPM will also develop quality assurance and training for key staff across the department promoting shared understanding and consistency of performance frameworks and reporting and will be a key appointment indeveloping the analysis of data, including service user insights & evidence based decision making, to support and enhance strategic development of the service and the effective delivery of our services to tenants. Key Responsibilities: Business Reporting Develop, implement and manage an operational performance framework that captures key data, information and insights about the performance of the Services Department that enables us to effectively manage and develop the services at an operational level as well as easily report on its performance internally through our reporting and governance structures. Work closely with the Director of Services and the respective deputies to develop and enhance the performance reporting systems to meet the changing service needs. Take a departmental lead on key external performance and data reporting including PASS,Hive portal, HSE Complaints, as well as reporting back to Local Authorities and any other state agencies as required. Lead on producing key internal reports, analysing performance metrics and making recommendations for service improvements. To take an active role in analysing the trends and ensuring ongoing development of insightful measures through Service user surveys and benchmarking against peers. A key aspect is the requirement to ensure accurate and consistent use of data across the business. Responsible for maintaining and updating the Respond Global Policy Schedule in relation to new and reviewed Services policies and procedures as well as monitoring and reporting on staff training in relation to same. Continually reviewing the Key Performance indicators for the services teams ensuring they are fit for purpose and aligned to all regulatory and compliance reporting structures. Reporting to EMT and Board on the services departments adherence to KPIs contained within Services Policies making recommendations for service improvements and benchmarking against peers and promotinggood practice. Review, update and generate reports on the Services Departmental Risk Register on Calqrisk Risk Management System. Act as departmental liaison with Responds compliance department in relation to their assurance and monitoring programme in relation to Responds internal control and risk management framework. Ensure the effective implementation of the Services Complaints and Incident Management Policies. Self-assess and be able to demonstrate evidence based adherence and compliance with internal Respond services policies, internal controls as well as external regulatory and legislative requirements. Liaise with colleagues in Finance, Housing, Development, IT, Compliance and other departments to ensure compilation of comprehensive data and information reporting to assist decision making. Change Management Support continuous improvement across the Services Department and wider business through developing and leading change initiatives, based on a strong understanding of the business and service user needs. Develop strong working relationships with IT, Compliance, Housing, Strategy and Public Affairs and any other internal teams. At all times:- Ensuring stakeholder buy-in Applying sound project management practice Applying strong change management principles Establishing clear reasoning for the need through strong evidence Informed by data Through collaboration Reviewing efficiency and effectiveness of processes? Learning and Development Support the development of a strong Learning and development culture across services through:- Utilising a range of data to analyse performance and trends, and to develop insight and learning. Monitoring attendance at mandatory training across the services Drafting and presenting reports on findings and recommendations Developing service improvement plans with key staff and managers Establishing systems and processes to inform learning Develop means to gain service user insight across all our key service areas. Ensuring, through the existing management structure, that all users of the Services CRM system are proficient in its use Developing and delivering high quality training for colleagues to enhance learning and understanding of the CRM system. Through effective analysis, ensuring the training delivered results in the desired outputs and relevant changes in service delivery and consistency. Ensure an external focus to develop learning from other AHBs and other organisations, in Ireland and abroad, and keep abreast of best and next practice that could be relevant for Respond. Evidenced based approach to work Ensure that the right processes, measures, KPIs are in place to understand the quality of the services delivered and the outcomes from those services. Work towards ensuring access to key relevant data for all staff to enable them to manage their work, Provide data for managers to understand, learn and inform continuous improvement: Provide reports on the effective delivery of a community based service provision Develop measures that help us to understand whether we are meeting the needs of our service users and to improve our services to our customers Use service user insight and feedback to shape services Use evidence-based data to continually inform service improvements Ensure appropriate KPIs are in place to drive service delivery andimprovement Report on the functionality for the various Corporate and local projects being undertaken by the Services teams, measuring progress against milestones, and linking outcomes back to identified success criteria Make recommendations on the improvement strategies that may be employed in the improvement of the service. Systems and Processes Work closely with IT, P&C and Compliance to ensure business systems such as Services CRM, Teams, Cezanne, Calqrisk, Qualtrics continue to meet the needs of the business. Liaise with key system users to inform system developments and digital transformation programmes. Develop business cases for carrying out system improvements and act as the departmental lead for developing and agreeing the scopes for systems and process improvements. Support training to embed new systems and processes Quality Assurance Working with the Director of Services and the Deputies, develop internal assurance audit programmes to test data integrity, correct system usage and effective application of relevant policies and procedures. Develop an evidenced based approach to business decisions and change programmes. Maximise the impact of our work through developing knowledge and understanding of our services. General To provide a consistently outstanding support service that enables teams to deliver, and makes a real difference to service users lives. Act as an ambassador for Respond at external meetings. Ensure the values of Respond are to core to your work. Support a one team approach to the delivery of services, working closely with colleagues across the organisation to deliver services that meet the needs of our service users and communities. Take responsibility for your own safety and that of colleagues Ensure all records relating to tenants are up-to-date and in accordance with the requirements of the GDPR. Provide consistent and accurate updates and reports and ensure the services team is kept updated on all issues in your area. Experience Position requires 3-5 years of experience in management in a reporting or social care environment. Skills Excellent IT skills including knowledge of MS Office suite, particularly Excel. Analytical and comfortable with interpreting financial and performance data Good working knowledge of regulatory requirements of some of our regulators HSE,HIQA, Pobal, DRHE, Tusla etc Personal Attributes Self-motivated with the ability to work independently and as part of a team. Excellent organisational and problem-solving skills. A proactive attitude toward estate management and tenant satisfaction. Proven record of analytical ability and data management including reporting on a ranges of services. Broad understanding of Homelessness, Early Learning and School Age care, Family Support, Older Persons policy in a wider social policy context. Proven record of effective team management including: motivation, performance improvement, recruitment, conflict resolution, disciplinary & grievance handling etc. Detailed understanding of Social care Service operations. Demonstrable experience of using a variety of data to develop services Experience of collaboration and partnership working Proven track record of developing and managing budgets Demonstrable leadership and management skills Good organisational, planning and problem solving skills Good written and oral presentation skills Attention to detail and ability to work under pressure. Qualifications Requires undergraduate degree level in Business, Finance or other relevant discipline or extensive demonstrable relevant experience. (Essential) Full membership of a relevant professional body e.g. CIH, Accountancy body. (Desirable) Closing date: The 20th of February 2026. Skills: undergraduate degree financial and performance data 3-5 years experience