Manager, Quality, Training, & Client Intake


Competition Number: LAA-22-36

Job Type: Full-Time, Permanent

Location: Edmonton, AB

Posting: External

Competition Ends: June 17, 2022

Who We Are

As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.

Who You Are

Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent communication skills especially in tough situations. You’re computer-savvy and more organized than anyone you know. Fast-paced work environments give you a rush and you’re always up for a challenge. You love learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.

Job Description

Reporting to the Senior Manager, Workforce Management & Operations, some of the key responsibilities include:

  • Develops and manages the facilitation of comprehensive training programs for new hire and existing staff within the Contact Centre
  • Provides leadership and guidance to the Quality Advisors and supports a small team of Contact Centre Intake Officers (CCIO)
  • Leads and develops the team to ensure quality and consistence performance, stability and resource management
  • Supports day to day activities of the CCIO team by coaching, mentoring and guiding the team through difficult calls and escalated situations, educating the team on processes, practices and job expectations
  • Manages performance expectations by having regular conversations, providing feedbacks and completing the annual OKR as required
  • Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies
  • Develops and maintains external stakeholders’ relations
  • Ensures effective and consistent communication throughout the team, encourages feedback and client insight in order to enhance the client experience
  • Work collaboratively with Human Resources and Senior Managers on all employee relations issues
  • Ensures proper recognition and tribute of staff
  • Participates on LAA committees or projects, and other duties as required


Education and Experience:

  • Post-secondary degree or diploma is 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 and Skills:

  • Dispute resolution and mediation
  • Strong knowledge of Client Contact Centre Services processes and techniques
  • Business management processes
  • Computer system and Microsoft Office proficiency
  • Excellent oral and written communication skills
  • Leadership skills with the ability to think strategically, exercise good judgment and motivate others
  • Competency in problem-solving and conflict management
  • Strong Interpersonal, organizational and time management skills
  • Ability to work both independently and within a team
  • Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress
  • Flexibility, maturity, tact and good judgment

What We Offer

Perks of working with us

  • Competitive wage
  • RRSP employer contribution
  • Paid holidays
  • Health and dental benefits
  • Work from home opportunities
  • Vacation Days
  • Professional Days

How To Apply

If you got excited at the prospect of being a part of our team when you reviewed this posting and you meet the minimum qualifications, please select ‘Apply Now’ to create your candidate profile. This competition will remain open until a suitable candidate is found. Only those selected for an interview will be contacted. 


  • Successful candidate will be required to provide an acceptable criminal record check.

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