Quality Advisor


Competition Number: LAA-21-62

Job Type: Full-Time, Permanent

Location: Edmonton, AB

Posting: Internal

Competition Ends: November 18, 2021

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 Manager, Quality Assurance, Training and Client Intake, some of the key responsibilities include:

  • Participates in the design of call quality coaching and file review assessment formats to ensure compliance with LAA quality standards.
  • Performs call quality coaching and file reviews providing scoring documentation to the Client Services management team.
  • Monitors, compiles and tracks quality performance at the team and individual level to author reports and provide trend analysis to recommend and implement best practices.
  • Coordinates, investigates, responds, and reports on Legal Aid Alberta and Administrative Reviews/Client Concerns regarding certificates, billing, invoicing, authorizations, and assignment of lawyers.
  • Designing and facilitating workshops covering a wide range of topics to produce specified outcomes.
  • Supports Client Services management in the execution of complex processes.
  • Participates in lawyer and client call quality programs to identify client needs and expectations.
  • Reviews and provides input into setting appropriate Quality KPIs.
  • Reviews, provides input, and update the How-To-Guide and Service Delivery Procedures.
  • Communicates with Client Services management team on a continual basis regarding the telephone queues.


Education and Experience:

  • Post-secondary degree/diploma in criminal justice and/or related disciplines.
  • Minimum 3 years of Call Centre customer care experience.
  • Quality Assurance education or experience will be preferred.
  • Diploma/Certificate or Experience in Adult Learning will be preferred.
  • Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress.

Knowledge and Skills:

  • 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.

What We Offer

Perks of working with us

  • Competitive wage.
  • RRSP employer contribution.
  • Health and dental benefits .
  • Health and wellness accounts.
  • Employee assistance program.
  • Work from home opportunities.
  • Team environment.
  • Holiday Closure (Paid time).

How To Apply

Please send your resume and cover letter to [email protected]. Reference competition number [LAA-21-62]. Only those applicants selected for an interview will be contacted.

  • Competition includes an E-test, which will be released to shortlisted candidates only.
  • Only those applicants selected for an interview will be contacted.

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