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
As a Quality Advisor, your key role is to lead the development of training, training materials, quality call monitoring formats, procedure manuals and quality coaching programs for all functional areas in Client Services. You will also monitor and assess Call Center agents on the quality of interactions with clients over the phone as well as provide coaching to agents to meet service standards and key performance indicators and manage quality training for current and new contact center agents.
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
Lead the development of training, training materials, quality call monitoring formats, procedure manuals and quality coaching programs for all functional areas in Client Services
Perform call monitoring and provides trend data to the management team
Use quality monitoring data management system to compile and track performance at team and individual level
Design and facilitate training and workshops covering a wide range of topics to produce specified outcomes
Coordinate, investigate, respond and report on clients and lawyers’ concerns
Perform 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
Strong 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
Skills:
Strong presentation, facilitation and communication skills
Excellent oral, written and interpersonal communication skills
Exceptional listening, research and analytical skills
Leadership and motivational skills
Strong organizational and time management skills
Flexibility, tact and good judgment
Must be self-motivator and self-starter
Must adapt well to change and successfully set and adjust priorities as needed
How To Apply
If you got excited about this temporary position and you meet the minimum qualifications, please forward your resume to [email protected] referencing posting number LAA-20-71
This competition will remain open until a suitable candidate is found. Only those applicants selected for an interview will be contacted.
