Manager – Quality, Training & Client Intake (Internal)


Competition Number: LAA-21-21

Job Type: Full-Time, Permanent

Location: Edmonton

Posting: Internal

Competition Ends: May 4, 2021

Who We Are

Legal Aid Alberta is a Centre of Excellence that helps vulnerable Albertans across the province at some of the most difficult times in their lives. Through professional, effective and accessible services that support better outcomes for our clients, we make a difference in the lives of Albertans and deliver value that extends beyond those who receive our services.

Job Description

Are you up for this new challenge?

 Legal Aid Alberta is seeking to fill a full time, permanent Manager- Quality, Training & Client Intake position in our downtown Edmonton office. This position will appeal to you if you enjoy taking initiative; you are client focused and exceptionally strong in delivering high-quality results.

Position Summary

Reporting to the Senior Manager, Client Assessment Services, the Manager- Quality, Training & Client Intake is responsible to develop, design and administer processes and procedures to support the contact center to deliver service excellence in accordance with LAA vision, mission, values, and strategic direction.

Your Responsibilities Include:

  • Providing leadership to the Quality Advisors and accountable for queue management, development and implementation of training programs and Quality Assurance program.
  • Providing coaching to a team of Contact Centre Intake Officer (CCIO) to deliver exceptional service to Legal Aid Alberta (LAA) clients province wide.
  • Developing and maintaining internal and external stakeholders’ relations.
  • Ensuring effective and consistent communication throughout the team, encourages feedback and client insight to enhance the client experience.
  • Working collaboratively with HR and Senior Managers on all employee relations issues
  • Approving Timesheets and Expense Claims of direct reports.
  • Participating on LAA committees or projects, and other duties as required.
  • Overseeing Admin Reviews in accordance with established procedures, LAA Rules and Administrative Policies.



  • Post-secondary degree or /diploma in a business-related field preferred
  • 3 – 5 years’ experience working with diverse high needs clientele
  • Minimum of 5 years of Call Centre customer care experience in a leadership role, preferably in criminal justice or related field
  • Education in adult training or previous training development and facilitation experience is considered an asset
  • Quality Assurance education or experience is an asset


  • Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources
  • Dispute resolution and mediation
  • Comprehensive knowledge of Legal Aid Policies, Rules, and Tariff
  • Knowledge of Client Contact Centre Services processes and techniques
  • Business management and accounting processes
  • Computer system, including Microsoft Office proficiency


How To Apply

If you got excited about this role and possess the minimum qualifications, please forward your resume to [email protected] referencing posting number LAA-21-21. Salary will be commensurate with qualification and experience.

** This position is open only to current employees of Legal Aid Alberta** 

This posting will remain open until May 4, 2021. Please note, we will only contact those applicants selected for an interview. 

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