Job Description

Job Description

Job Description

Performance & Quality Analyst

Reports to: Chief Operating Officer (COO); dotted line to Chief of Staff or Compliance Lead
Classification: Full-Time

Job Details

Description
The Performance & Quality Analyst plays a unified, cross-functional role in advancing data-driven decision-making, quality improvement, and compliance monitoring across all programs, as well as the Buildings & Grounds departments at Northern Children's Services. This position blends the former data-focused and compliance-focused analyst functions into a single, flexible role.
Working under the leadership and direction of the COO, the Analyst supports service delivery improvement, regulatory readiness, KPI monitoring, licensing, and qualitative audits (both external and internal), and dashboard development. This role ensures Northern meets quality and compliance standards while actively supporting engaging staff in using data to plan, improve, and reflect.
The Analyst is also responsible for supporting operational departments such as Buildings & Grounds by generating reports from systems like Freshdesk, analyzing trends, and supporting vendor tracking and quality management.

THE FOLLOWING ARE THE ESSENTIAL FUNCTIONS OF THIS POSITION

A. Data System Administration

• Serve as administrator for core platforms (e.g., Credible, Apricot, Power Bl, SharePoint, Freshdesk).
• Develop and maintain user-friendly tools, reports, and dashboards to support internal users.
• Troubleshoot system functionality issues, coordinate with vendors, and manage user permissions.
• Maintain the accuracy and standardization of forms, fields, and workflows in core systems.

B. Performance Measurement & Analysis

• Update and disseminate KPls across departments (programmatic and administrative).
• Analyze trends in service delivery, engagement, occupancy, staff performance, building requests, and fiscal efficiency.
• Partner with COO and department leads to use data for planning, supervision, vendor oversight, and compliance.
• Track progress toward annual goals, strategic plan benchmarks, and improvement initiatives.

C. Compliance & Internal Audits

• Conduct or support internal audits and compliance checks across programs.
• Track and analyze incident reports, root causes, and response trends.
• Support regulatory audit preparation, documentation review, and tracking of corrective actions.
• Collaborate with the COO on the implementation of compliance plans.

D. Data Literacy & Training

• Create and deliver training for staff on data entry standards, report interpretation, and dashboard use.
• Support performance review preparation by helping staff access, interpret, and apply their own data.

E. Support for Operational Units (e.g., Buildings & Grounds)

• Analyze Freshdesk tickets and categorize trends to support facilities response improvements.
• Assist with vendor quality tracking, project status reporting, and KPI monitoring.
• Support Board reporting for Buildings & Grounds with relevant data and visual summaries.

SKILLS & COMPETENCIES

• Proficiency with business intelligence and data systems (Apricot, Credible, Power BI, Excel, SharePoint, EHRs).
• Strong presentation and visualization skills.
• Ability to translate complex data into accessible, actionable formats.
• Knowledge of compliance principles and audit processes.
• Excellent collaboration and communication skills.
• Systems-thinking approach to troubleshooting and process design.
• Strong organizational and project management abilities.
• Cultural competency and trauma-informed practice.
• Developing knowledge and application of appropriate AI tools

QUALIFICATIONS
Education:
Bachelor's degree in data science, informatics, public administration, social services, or related field required—Master's preferred.

Experience:
Minimum 3 years of experience in data analytics, performance evaluation, quality improvement, or compliance in a human services or nonprofit setting. Experience with EHRs, dashboarding tools, and audit processes preferred.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT
• Ability to work at a computer and attend onsite meetings as needed.
• Travel within the Philadelphia region for site support, audits, or trainings as needed.

ORGANIZATIONAL COMMITMENT

All Northern Children's Services staff are expected to model trauma-informed principles, uphold our mission and values, and contribute to a culture that honors the dignity and potential of every youth, family, and staff member.

Trauma-Informed Principles

Northern Children’s Services is committed to fostering a therapeutic environment rooted in safety, nonviolence, and resilience. Our policies are guided by trauma-informed principles, ensuring that we create a supportive and healing atmosphere for clients and staff.

A trauma-informed approach recognizes that past experiences, including trauma, can significantly impact a person’s behavior, emotions, and interactions. Therefore, we strive to:

• Use emotional intelligence : Respond with empathy and awareness, even in difficult situations.
• Communicate effectively : Listen actively, ask clarifying questions, and avoid judgmental language.
• Understand trauma’s impact : Be aware that clients or colleagues may react based on past experiences, not just the present moment.
• Apply person-first, strengths-based language : Focus on people’s strengths and abilities rather than defining them by their challenges (e.g., saying "a person experiencing homelessness" instead of "a homeless person").

By adhering to these principles, we ensure that our workplace is not only effective but also compassionate and inclusive for everyone.

Americans with Disabilities: As with all positions at Northern Children’s Services, Inc. we recognize the importance of accommodations individuals with disabilities. In that, we are committed to every extent possible accommodating disabled individual. We recognize the American With Disabilities Act of 1991 and understand the need to reasonably accommodate employees. All accommodation will be evaluated on a case- by case basis, evaluating the essential functions of the positions.

DISCRIMINATION IS PROHIBITED IN EMPLOYMENT, PROMOTION, ASSIGNMENT OR DISMISSAL, ON THE BASIS OF RACE, RELIGION, COLOR, AGE, SEX, NATIONAL ORIGIN, and HANDICAP, OR RECEIPT OF SERVICES FOR MENTAL DISABILITY.

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