Quality Advisor – Call Centre


Competition Number: LAA-20-71

Job Type: Full-Time, Temporary

Location: Edmonton, AB

Posting: External

Competition Ends: When suitable applicant found.

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

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


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)


  • 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


  • 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.

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