Quality Advisor (Internal)

THIS JOB COMPETITION IS CLOSED

Competition Number: LAA-21-22

Job Type: Full Time, Temporary (up to 6 Months)

Location: Edmonton

Posting: Internal

Competition Ends: May 6, 2021

About Legal Aid

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 seeking a development opportunity? We have one for you!

We are seeking to fill two (2) full-time, temporary Quality Advisor positions in our downtown Edmonton office. This position will appeal to you if you like to take initiative; you are adept in adult training, and are exceptionally strong in delivering high-quality, client focused results.

Reporting to the Senior Manager, Client Assessment Services, the Quality Advisor will develop, design, and administer quality assurance policies and programs that support Client Services within the Contact Centre and Legal Aid Alberta to deliver service excellence in accordance with the organization vision, mission, values, and strategic direction. The Quality Advisor responsibilities include:

  • Working collaboratively with staff, managers, other Quality Advisors and subject matter experts to define performance requirements and standards, assess current performance and identify training and development needs
  • Participating in the development of training materials, quality call monitoring formats, procedure manuals and quality coaching programs for all functional areas in Client Services
  • Performing call monitoring and providing trend data to site management team
  • Using quality monitoring data management system to compile and track performance at team and individual level
  • Designing and facilitating workshops covering a wide range of topics to produce specified outcomes
  • Coordinating, investigating, responding and reporting on clients and lawyers’ concerns
  • Completing Administrative Reviews regarding certificates, billing, invoicing, authorizations and assignment of lawyers

Qualifications

Education and Experience:

  • A post-secondary degree/diploma in adult education, criminal justice, and/or related disciplines is preferred
  • 2-3 years of Contact Centre experience, preferably in a legal environment or a related field
  • Computer system and Microsoft Office Proficiency is required

Assets:

  • Certified Training Professional (CTP)
  • Certified Training and Development Professional (CTDP)
  • Certification in Adult and Continuing Education (CACE)

Knowledge:

  • Computer system and Microsoft Office Proficiency
  • Knowledge of civil law, family law, criminal justice system, and tribunal processes
  • Comprehensive knowledge of Legal Aid Policies, Rules, and Tariff
  • Strong knowledge of Client Services processes and techniques
  • Excellent organizational, conflict resolution, communication and problem-solving skills are required
  • Ability to work as part of a team without close supervision in a changing workplace with high volumes of diverse workload

 

How To Apply

If you got excited about this temporary position and you meet the minimum qualifications, please forward your resume to careers@legalaid.ab.ca referencing posting number LAA-21-22.

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

This posting will remain open until May 6, 2021. Please note, we will only contact those applicants selected for an interview.